Pacific Cross ★ 1.0

I - ABOUT COMPANY

Pacific Cross Vietnam operates in the field of insurance agency activities, providing insurance auxiliary services and supporting insurance companies and reinsurers relating to reinsurance to develop and administer health insurance and travel insurance products to people living in Vietnam.

II – GENERAL FUNCTION

The Assistant Manager – Medical Network is responsible for managing and developing PCV’s medical provider network, ensuring effective coordination with medical providers and internal teams to deliver consistent service quality and a positive customer experience.

III – DUTIES & RESPONSIBILITIES

Medical Network & Provider Management

·        Manage relationships with medical providers and ensure compliance with service standards and agreements.

·        Support onboarding and coordination of new medical providers.

·        Supervise Medical Network Officers in daily provider-related operations.

·        Act as the main contact point for medical providers on operational and service matters.

·        Coordinate and organize training sessions, briefings, or on-site orientations for medical providers on PCV processes, service standards, direct billing procedures, and customer handling guidelines.

·        Ensure medical provider staff understand insurance workflows, documentation requirements, escalation channels, and service expectations when serving PCV insured members.

Service Quality & Coordination

·        Coordinate with internal teams (Claims, Customer Service, Accounting, Sales, IT) to ensure smooth service delivery for insured members.

·        Monitor service quality and support resolution of provider-related issues.

·        Coordinate basic training or briefings for medical providers on PCV processes and customer service expectations.

Emergency Assistance & Direct Billing

·        Support coordination of emergency assistance and overseas direct billing cases.

·        Coordinate with Accounting on payment follow-up and reconciliation with providers.

Reporting & Improvement

·        Prepare basic reports on medical network status and service performance.

·        Contribute to network improvement initiatives and service enhancement.

Other Responsibilities

·        Perform other duties as assigned by the Head of Customer Service & Administrative Service.

·        Ensure proper documentation, record keeping, and compliance with PCV’s internal policies and confidentiality requirements.

IV - QUALIFICATIONS & COMPETENCIES

·        University or College degree in Insurance, Healthcare, Business Administration, or related fields.

·        Experience in health insurance, TPA, medical network, or healthcare services.

·        Experience in customer service operations within medical facilities is an advantage.

·        Good command of English and Vietnamese.

V - PERSONAL ATTRIBUTES

·        Professional, reliable, and service-oriented.

·        Strong coordination and communication skills.

·        Well-organized and able to work independently.