Assess complex medical claims in compliance with the terms and conditions of the policy Provide guidance and support to facilitate junior advisors in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from junior advisors Review and process claims decisions made by Junior Advisors, ensuring adherence to Claims Guideline Collaborate with HK Claims Team to conduct assessment and investigation if needed. Liaise with Provider Relations Team for the provider claims Maintain accurate documentation in claims system