Imagine a UnionBank relationship manager urgently requests a policy withdrawal for a mutual client, but the documentation is incomplete. How would you coordinate with the RM and internal teams to resolve it while keeping the client satisfied?

Situation

In my previous role as a service coordinator for a health insurance broker, a partner clinic faxed an urgent claim approval request for a patient's surgery, but the coverage form lacked the required physician's signature.

Task

I had to ensure the request was processed within the day to avoid delaying the surgery, while also adhering to our verification protocols.

Action

I immediately contacted the clinic's liaison, explained the missing signature requirement, and offered to email a digital copy of the form for the physician to sign electronically. Simultaneously, I informed our internal claims team about the pending document and prioritized a preliminary review. Once the signed form came back, I expedited the final approval and coordinated with the hospital billing department to confirm coverage.

Result

The approval was granted within three hours, the surgery proceeded as scheduled, and the clinic manager sent a commendation for our quick turnaround and clear communication.