The opportunity

In support of our mission, "Decisions made easy, Lives made better," we are hiring for the role of Assistant Manager/ Manager, Medical Case Management.

Responsibilities

• Pro-actively contact clients, agents, service partners etc. via telephone, email and letter to advise on decision of request and fully explain benefit entitlement to all parties.

• Handle the entire process of individual case management including Pre-authorization in an independent manner with support from Lead of Medical Case Management & Senior Medical Director

• Offer support to agents/ clients eligible to Case Management Service in terms of identifying suitable medical service providers, service logistic, enquiries, delivery of empathy

• Handle the entire pre-authorization process including negotiation with service providers and the communication with the servicing agent/insured

• Work as intermediary between clients, agents and operations teams e.g. claims team on claims progress, claims enquiry

• Jointly accountable with different teams for delivering targeted levels of customer satisfaction

• Participate in ad-hoc tasks as and when assigned.

• Assist Lead of Medical Case Management in preparing reports, service model modification etc.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Degree in Nursing highly preferred

• Strong medical background with a good understanding of medical treatments, medical insurance etc.

• Previous medical insurance experience

• Superior customer service and negotiation skills.

• Knowledge of clinical billing and coding is an advantage.

• Knowledge of Pre-authorization and/or claims management is an advantage

• Excellent knowledge of Microsoft Word® and Microsoft Excel is a must

• Licensed Insurance Intermediaries with valid IIQE I & III

• Good interpersonal skills, excellent team player

• Good communication skills

• Able to work independently and efficiently

• Strong language skills in English, Cantonese and Mandarin.

• Good analytical, problem solving and decision-making skills

• Self-motivated, able to work under pressure and independently in completing assignments

• Customer focus, detail-minded and committed to deliver high quality services, obsessed with both internal and external customers

• At least 3 years in health care management, medical or insurance claims

• Advanced experience in clinical nursing or hospital practicing would be an advantage

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first cultureWe lead with our Values every day and bring them to life together.

• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.

• Continuous innovationWe invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.

• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com .

Working Arrangement

Hybrid