Care Advisor – Customer Service Representative

About the role

The Care Advisor provides telephone support for customers and providers, handling inquiries about Allianz’s health‑related products and services. The role follows scripted procedures, ensures calls are answered within service level targets, and documents each interaction accurately.

Key responsibilities

• Answer inbound calls and assist customers and providers with requests and inquiries.
• Make outbound calls for case follow‑ups, medical report collection, second opinions and complaint handling.
• Document interaction details, actions taken and ensure proper call closure.
• Maintain and update customer/member records, guaranteeing data accuracy.
• Collaborate with the Care Centre Team Leader and Assistant Manager to deliver a customer‑centric experience.
• Process pre‑approval cases that exceed standard turnaround times.
• Issue Guarantee of Payment (GOP) documents as needed.
• Utilise AI, machine learning, data analytics and cloud‑based tools while adhering to data governance standards.

Required profile

• Bachelor’s degree (medical background preferred).
• 0‑2 years of experience in a call‑centre or customer‑service environment; exposure to TPA hospitals or medical centres is a plus.
• Strong English communication skills; additional languages are advantageous.
• Legally permitted to work in the country of operation and physically fit for the duties.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft PowerPoint
• Internet navigation and research