Experience

PT China Life Insurance Indonesia

• Indonesia
• Insurance
• 1 - 100 Employee

• • May 2021 - Present

  • Assisting Customer Service Agents in managing customer and non-customer inquiries and complaints• Monitoring performance of Customer Service Agents• Conducting performance review • Developing Claim and Customer Care SOPs and policies to comply with OJK rules• Supporting claim process• Supporting claim UAT• Conducting communication and discussion with TPA• Preparing and submitting report to OJK

• • Nov 2020 - May 2021

  • Formulized claim decision model rules• Formulized new claim rules for new product• Conducted communication and discussion with regional team in Hong Kong due to UAT process



Prudential Indonesia (PT Prudential Life Assurance)

• Indonesia
• Insurance
• 700 & Above Employee

• • Apr 2018 - Aug 2020

  • Ensured that all Claim Updates & SOPs were in compliance, reviewed, updated and proposed when necessary in coordination with other departments• Corresponded with reassurance in the claim process• Conducted quality assurance training for TPA to resolve claim processing errors and issues • Analyzed agents performance for their early claims and repeated claims in cooperation with the underwriting team• Prepared and maintained controlled document files and reports (signed off, error rates, top five error, repeated error, double paid, and agent under review) • Supervised one quality assurance specialist who conducted QA process with lower authority limit than me Show less

• • May 2014 - Mar 2018

  • Monitored cashless performance at TPA • Solved any inquiry from agents and clients in case of cashless hospitalization on same day• Reanalyzed settled claims, both approved and declined claims • Advised in the claim process to analysts and TPA based on policy provision and medical necessity • Communicated with local and overseas hospitals to clarify the documents



International SOS

• Singapore
• Hospitals and Health Care
• 700 & Above Employee

• Pharmacist

  • Aug 2012 - May 2014

  • Created purchase request of medicines, vaccines, and medical supplies to supply chain • Managed a permanent stock of essential medicines, vaccines, and medical supplies of quality in pharmacy department and nurse station based on average monthly consumption and buffer stock • Recommended substitution medicine or vaccine when a product is discontinued or unavailable in the market at that moment • Maintained room temperature below 25°C for most medicines and a cold chain between 2°C and 8°C for vaccines and other medicines. • Operated storage medicines based on place temperature, drug classification, and FEFO • Contributed medication in collaboration with other healthcare workers • Supplied medicines based on doctor's prescription and educated the patient to follow the instructions • Created monthly report to Ministry of Health Republic of Indonesia before the tenth of every month Show less