Customer Service Advisor – Pre‑authorisation (Hong Kong)

About the role

As a Customer Service Advisor specialising in pre‑authorisation, you will work from our Hong Kong office to assess medical treatment approval requests. You will act as the first point of contact for members, healthcare providers and brokers, ensuring that eligible patients receive timely decisions in line with policy coverage.

Key responsibilities

• Receive and process pre‑authorisation requests via phone and email, reviewing treatment details, provider information and policy limits.
• Prioritise cases based on urgency, customer needs and service standards, delivering accurate decisions within agreed timeframes.
• Collaborate with clinical colleagues on complex cases and escalate to specialist review when required.
• Handle enquiries, concerns and appeals from members and providers with empathy and professionalism.
• Maintain detailed records of all interactions and contribute to continuous improvement of service quality and operational efficiency.
• Build strong relationships with internal stakeholders, brokers and service partners to ensure a seamless customer experience.

Required profile

• Strong communication skills and the ability to remain calm under pressure.
• Empathy and professionalism when dealing with customers in stressful health situations.
• Recent graduates are welcome; a willingness to learn health‑insurance terminology and processes.
• Eligibility to obtain an Insurance Agent Licence from the Hong Kong Insurance Authority (HKIA).

Required skills

What we offer

• Permanent, full‑time position with a 5‑day work week (Monday‑Friday, 9:00‑18:00 or 9:30‑18:30).
• Comprehensive training covering health‑insurance products, medical terminology and customer communication.
• Opportunity to develop a career in international health‑insurance services.