Operations Coordinator (English CV Only)

For over 30 years, APRIL International has specialised in providing innovative international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses worldwide. With teams operating across Asia, Europe, and the Americas, we are committed to ensuring our members have access to the best care, no matter where they are.
As part of the APRIL Group, an insurance specialist with 3,000 staff members in 20 countries, we are dedicated to simplifying insurance and delivering exceptional customer experiences.
To sustain the growth of the company as well as the expansion of our services we are currently looking for an Operations Coordinator.
Your main responsibilities are:
Medical Assistance
• Answer clients' requests either by phone or by mail. Communicate in a timely manner and liaise with clients throughout the case
• Ensure that clients' requests are fulfilled by understanding the client's needs, eligibility, and coverage
• Provide a quality assistance service by selecting the most appropriate providers
• Proactively manage cases using our system and communicate with all relevant departments
• Provide clients with advice and make helpful recommendations
• Escalate and work on the resolution of complex cases with your supervisor
Customer Support/ Claim
• Handle hospitalization pre-approval by checking the eligibility of coverage and providing close case handling monitoring throughout the process
• Coordinating with our in-house medical team and making sure the costs are reasonable and customary.
• Deal with customers by email and by phone and coordinate with our Assistance team to place letters of guarantee to medical providers and local agents worldwide
• Keep updated the monitoring record daily and make sure all the steps of the process are followed
• Process original invoices in our case-handling system
• Assist the Operation Manager on special projects
• Contribute to other office activities upon request according to workload and priorities