Health Insurance Call Centre Agents at Masslife Healthcare Limited

We are looking for compassionate, driven, and detail-oriented Health Insurance Call Centre Agents to join our enrollee services team.

The Role

• As a Health Insurance Call Centre Agent, you will be the first point of contact for our enrollees, providers, and prospective clients. You will provide essential support by explaining policy benefits, assisting with claims, and ensuring our members feel heard and supported.

Key Responsibilities:

• Inbound Call Handling:Respond to a high volume of incoming telephone calls regarding policy coverage, benefits, claims status, and billing inquiries.
• Enrollees Support:Assist enrollees in understanding their health insurance plans.
• Problem Resolution:Resolve enrollee complaints and issues in a timely and professional manner, de-escalating tense situations with empathy.
• Documentation:Meticulously log all interactions in our Health Information Management System (HIMS)/Database system to ensure accurate records.
• Provider Liaison:Assist healthcare providers with pre-authorization queries and verification of eligibility.
• Compliance:Strictly adhere to and maintain enrollee health information confidentiality at all times.

Requirements & Qualifications

• Candidate must have Clinical or General Nursing and Health Insurance Call Centre experience.
• Educational Qualification of BSc Nursing (Bachelor of Science in Nursing).
• Strong knowledge of health insurance terminologies.
• Excellent verbal and written communication skills.
• Ability to use multichannel support tools (email, intercom, dedicated communication portals, etc.).
• Good understanding of the helpdesk and call handling (VoIP & Dialer) systems.
• Basic troubleshooting skills (password reset procedures, App Login issue, internet connectivity checks, etc.)
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to work in a fast-paced environment while maintaining close attention to detail.