Medical Assistance Advisor
Your new job:
You will deliver assistance to our customers when they need help. Often we are in contact with our customers, doctors and hospital staff before, during and after treatment. You will get a central role as coordinator between the customer, their relatives, our doctors and hospitals around the world.
As Medical Assistance Advisor you will get cases of a big variety. You will have to explain the policy conditions in a simple way to avoid misunderstandings between the customer and Bupa as well as you will be involved in very complicated and serious cases where you e.g. will arrange a medical evacuation of a very sick customer. It is crucial that you are able to stay calm at the same time as making the customer and/or their relatives feel safe.
You will be taking ownership for the resolution for all customer enquiries and contacts. Managing all queries through to resolution when possible. You will be an important part of the world class service we provide to our members.
- Case management of simple and complex cases in 24/7 environment
- Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact
- Complying with all regulatory and governance requirements including FCA, Treating Customers Fairly and Bupa Code
- Taking charge of the daily distribution of cases to colleagues and being proactive when it comes to collaboration between the teams.
The Ideal Candidate
Background from other relevant service positions, eg in the airport, leisure market or services where you are used to communicate in different languages, care roles etc
You are passionate about delivering outstanding customer service.
Previous experience of a complex and multi skilled customer facing role within a contact or response centre setting
Negotiation skills, as the job will require negotiation with providers and clinicians around the world including any other relevant experience with cost containment activities
An ability to speak a second or third language would be an advantage.
You are able to work in shifts, including night, weekends and national holidays.
You deliver and thrive under high pressure and work well independently