job description
Join iCare HMO as a Healthcare Customer Service Representative in the vibrant heart of Bali! This role is pivotal in ensuring our members receive exceptional support during their healthcare availment, directly contributing to employee engagement and retention. As a trusted liaison between our members and healthcare providers, you will play a key role in delivering seamless, compassionate service that aligns with our mission of accessible and high-quality healthcare.
Based in one of Bali’s most dynamic regions—whether it’s the cultural hub of Ubud, the coastal charm of Canggu, or the bustling energy of Denpasar—you’ll thrive in a role that blends professional growth with the island’s unparalleled lifestyle. Your work will not only enhance member satisfaction but also strengthen iCare HMO’s reputation as a leader in healthcare solutions.
If you’re passionate about making a difference in people’s lives while enjoying the tropical paradise of Bali, this opportunity is for you.
Responsibility
- Provide exceptional customer service to iCare HMO members, addressing inquiries, concerns, and requests with professionalism and empathy.
- Assist members with healthcare availment processes, including claims, appointments, and provider coordination.
- Maintain accurate and up-to-date records of member interactions, transactions, and feedback in the company’s CRM system.
- Collaborate with healthcare providers, insurance partners, and internal teams to resolve member issues efficiently.
- Educate members on healthcare benefits, policies, and procedures to ensure clarity and compliance.
- Identify opportunities to improve member engagement and retention through proactive communication and service enhancements.
- Handle escalations and complaints with a solution-oriented approach, ensuring timely and satisfactory resolutions.
- Stay updated on industry trends, company policies, and regulatory changes affecting healthcare services.
Qualifications
- A bachelor’s degree in Healthcare Administration, Nursing, Business, or a related field (or equivalent experience).
- Minimum 2 years of experience in customer service, healthcare, or a similar role, preferably in an HMO or insurance setting.
- Excellent communication skills in English (written and verbal), with the ability to explain complex information clearly.
- Strong problem-solving and interpersonal skills, with a customer-centric mindset.
- Proficiency in CRM software, Microsoft Office, and healthcare management systems.
- Familiarity with healthcare regulations, insurance processes, and member service protocols.
- Ability to work independently and collaboratively in a fast-paced, multicultural environment.
- Residency or willingness to relocate to Bali, Indonesia, with valid work authorization.