Assistant Vice President - Medical Care Concierge at Great Eastern Life Assurance Co Ltd

Cuenca, Azuay, Ecuador -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

0.0

Posted On

25 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Concierge Services, Case Management, Service Recovery, Customer Experience, Provider Relations, Stakeholder Engagement, Project Management, Healthcare Coordination, Team Mentorship, Service Standard Development

Industry

Insurance

Description

About the Job The AVP, Concierge Services leads the delivery of GMCC’s concierge experience, ensuring customers receive timely, coordinated, and high-quality support across their healthcare journey. The role drives service excellence, oversees complex case management and recovery, and champions initiatives that strengthen customer trust and engagement, positioning Great Eastern as a trusted healthcare partner. This role reports to VP, Concierge Management. • Lead GMCC concierge services to deliver a seamless, high-quality healthcare journey for customers. • Serve as a key escalation point for complex cases, ensuring timely and effective resolution. • Drive service recovery efforts to address customer and agency feedback with strong ownership and empathy. • Establish and uplift concierge service standards, training frameworks, and communication protocols. • Drive continuous improvement in service delivery, responsiveness, and turnaround times. • Provide concierge support including specialist recommendations, appointment coordination, and urgent case facilitation. • Support development of customer-facing content and enhancements across GMCC platforms. • Collaborate with internal teams and departments to ensure a coordinated customer journey. • Mentor and develop team members to strengthen customer experience and service delivery capabilities. We are looking for people who • Diploma or Degree in Business, Healthcare, Communications or related fields. • At least 8 years of experience in healthcare, insurance operations, customer experience, provider relations or related fields. • Demonstrate strong customer-centricity with a passion for delivering high-quality service and positive outcomes • Have proven experience in handling complex customer situations and leading service recovery effectively. • Communicate confidently and professionally, with the ability to engage both customers and agency stakeholders, as well as medical professionals. • Show good judgement and decision-making in fast-paced, service-oriented environments. • Possess strong organisational and project management skills, with the ability to drive initiatives independently

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Responsibilities

Leads the delivery of concierge services to ensure a seamless healthcare journey for customers through coordinated support and high-quality service. Manages complex case escalations, drives service recovery efforts, and establishes service standards to strengthen customer trust.