Insurance Desk Expert (Claims)

About WeAssist

WeAssist facilitates medical funding for eligible patients who require financial support during hospitalization. The company coordinates with hospitals, patients, internal teams, insurance/claims stakeholders and funding partners to support the end-to-end process. Operations are managed through the company’s internal ERP, OCTA, along with defined processes for case coordination, documentation, approvals, payments and follow-up.

About the Role 

The IDE / Client Servicing team acts as the on-ground coordination point between the hospital, patients and the internal team. The role is hospital-based and requires the employee to work within the hospital, interact with hospital teams and patients, coordinate through WhatsApp/calls with the internal team, and support the collection and movement of documents required for processing. 

Key Responsibilities 

The employee will be responsible for activities including: 

• Coordinating with the hospital team and patients for assigned cases. 
• Moving around the hospital to coordinate with relevant hospital departments and collect required information and documents. 
• Explaining the applicable process to patients clearly, including the documents/information required and the next steps. 
• Collecting required patient, insurance, claim, KYC and other supporting documents. 
• Following up with patients and hospital staff for missing or incomplete documents. 
• Coordinating with the internal team through WhatsApp, phone calls and other approved communication channels for case updates, approvals, queries and document requirements. 
• Providing timely updates to the internal team regarding patient status, hospital coordination, pending documents, and case developments. 
• Preparing and securely couriering required physical documents to the Head Office and following up on their delivery. 
• Assisting with insurance/claim forms and related documentation when required, including helping patients complete required information and obtain signatures. 
• Coordinating with the hospital team regarding admission, treatment, discharge, and other case-related requirements, as applicable. 
• Following up on pending approvals, queries and documentation and escalating delays or exceptional cases. 
• Maintaining required case updates in the designated internal system/ERP and communication channels. 
• Travelling to another hospital or location when required for business or case-related activities. 



Role Expectation 

This role requires active hospital-facing coordination and follow-up. The employee is expected to interact professionally with patients and hospital teams, coordinate with the internal team through WhatsApp/calls, collect and move required documents, explain the applicable process to patients, and track assigned activities from initiation to completion or proper handover. The employee may also be required to travel to another hospital or location when required. Training will be provided on the Company's processes, systems, and applicable workflows.