Healthcare Process Management, Specialist/Consultant

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people’s lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

This role requires the incumbent to work with the respective heads of healthcare and other key stakeholders across AIA Singapore to support and ensure smooth implementation and delivery of strategic healthcare initiatives aimed at strengthening AIA’s healthcare proposition, enhancing the health and wellness ecosystem, and ensuring the long-term financial sustainability of the healthcare portfolio.

Roles and Responsibilities

• Collaborate closely with internal team members and the Provider Partnerships Team to support the effective management and engagement of healthcare providers.
• Serve as one of the points of contact for Healthcare Provider Partners by professionally managing inbound calls and email enquiries, ensuring timely and accurate responses.
• Ensure timely and accurate maintenance of Healthcare Provider Partner records within the AIA Healthcare systems, in accordance with governance and data quality standards.
• Maintain and oversee Service Quality records of Healthcare Provider Partners, supporting quality assurance.
• Actively participate in cross‑functional initiatives and projects focused on improving customer experience and satisfaction, including those aimed at driving and promoting Net Promoter Score (NPS) outcomes across healthcare touchpoints.
• Work strategically with the Medical Appointment Team and key internal stakeholders to ensure the consistent and seamless delivery of the Medical Concierge Service, while identifying and driving initiatives to enhance service effectiveness, customer experience, and operational efficiency.
• Ensure the smooth delivery and end-to-end operations of the AIA HealthShield Health Screening Programme, including:
  • Providing operational support to screening partners.
  • Managing and resolving enquiries and feedback from screening partners, agents, and internal stakeholders.
  • Coordinating and addressing billing related matters in a timely and accurate manner.
• Partner with relevant stakeholders to ensure the accuracy, consistency, and timeliness of healthcare services information across the corporate website, AIA+, and chatbot platforms; actively participate in initiatives to enhance content quality, functionality, and user experience.
• Develop, review, and continuous improvement of standard operating procedures (SOPs), workflows, and operational processes to support scalability, risk management, and operational excellence.
• Provide administrative and project support, including and not limited to:
  • Supporting sourcing and due diligence activities for onboarding new and renewing existing provider partnerships.
  • Assisting with preparation of business cases, KPI tracking and reporting for healthcare initiatives.
  • Supporting departmental budgeting and financial monitoring activities.
• Undertake additional projects and ad-hoc tasks as assigned from time to time to support departmental and organizational objectives.

Minimum Job Requirements

• Experience – minimum 4-7 years related industry experience
• Good understanding or prior experience in Healthcare/Healthcare Insurance industry will be an added advantage.
• Strong, effective communication and interpersonal relationship skills
• Strong problem solving, analytical and stakeholder management skills
• Positive, self-driven with team & customer centric mindset
• Highly resourceful, detail-oriented, and adept at managing multiple/changing priorities efficiently – good organizational skill
• Proficiency in Microsoft Office skills

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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