Position Summary
This role is responsible for managing AIA's panel clinic network and supporting operational excellence within the New Business Underwriting function. The incumbent will oversee panel clinic onboarding, stakeholder engagement, system administration, quality assurance activities, and continuous process improvement initiatives to ensure efficient and effective service delivery.
Roles & Responsibilities
- Manage and maintain relationships with panel clinics and laboratories to ensure effective service delivery and network performance.
- Coordinate and onboard panel clinics within established volume targets and turnaround time requirements.
- Act as the primary point of contact for external healthcare providers and internal stakeholders on matters relating to panel clinic management.
- Prepare and disseminate circulars, operational updates, and communications to panel clinics and relevant stakeholders.
- Conduct training and briefing sessions for panel clinics and business partners when required.
- Handle enquiries, feedback, complaints, and operational issues from doctors, agents, clinics, and internal stakeholders in a timely and professional manner.
- Maintain, monitor, and optimize the usage of the New Business MediConnect platform to ensure smooth operational performance.
- Support system enhancements, troubleshooting activities, and user adoption initiatives related to healthcare e-platforms.
- Maintain and update panel clinic databases, records, and circulars within internal systems and platforms.
- Conduct quality audits on medical reports and payment processes to ensure accuracy and compliance with operational standards.
- Monitor operational workflows and identify opportunities to improve efficiency, service quality, and user experience.
- Drive and support continuous process improvement initiatives across panel clinic and new business operations.
- Participate in departmental projects, system implementations, and transformation initiatives as assigned.
- Collaborate closely with cross-functional teams to ensure seamless execution of operational activities.
- Perform ad hoc assignments and other duties as required by management.
Minimum Job Requirements
- Bachelor's Degree in Business Administration, Healthcare Management, Insurance, Life Sciences, Medical Sciences, or a related discipline.
- Minimum 3 years of relevant experience in insurance, healthcare operations, healthcare provider management, hospitals, clinics, TPAs, or managed care.
- Experience in managing healthcare providers, panel clinics, or healthcare networks is preferred.
- Strong verbal and written communication skills with the ability to manage internal and external stakeholders.
- Experience in managing healthcare-related systems or e-platforms is an advantage.
- Strong problem-solving skills with a proactive approach to process improvement.
- Proficient in Microsoft Office applications.
