Claims Management Consultant - Bupa Egypt Services
Ensure an exceptional customer experience for our customers by swiftly and accurately resolving all general complex customer and provider claims queries. Customer and provider contact will be across all communication channels – phone, email, web chat and letter.
This is a diverse and skilled customer facing role where you will be responsible for resolving all general complex claims queries to the customer and/or providers complete satisfaction without the need to refer the case onwards. This will include assessing, adjusting and reassessing complex claims from all customer segments – Individual, Provider Corporate and Intermediaries.
Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, customer satisfaction, compliance and regulation.
You will be a claims subject matter expert, putting the customer at the centre of everything you do and using your claims knowledge to put forward ideas for the continual improvement of our customer’s experience.
- Taking end to end ownership for the resolution of all general complex customer/provider claims queries. Case manage all queries through to resolution
- Assessing, adjusting and reassessing any claims as required
- 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 and Treating Customers Fairly
- Achieving all targets for contact handling, turnaround times and quality
- Participate in the Training & Competence scheme, through regular 121s, coaching sessions, side by side observations, huddles and team meetings with your leader
- Support and engage with new team members, working closely with the Brighton CMC and HVC teams where required
- Being a role model for the team demonstrating outstanding personal behaviours and performance, in line with The Bupa Code and Bupa Values
- Being a Customer Service Champion within Global Claims Management
- Contribute to the continuous improvement process by challenging existing process and contributing ideas for improvement for customers and the business.
The Ideal Candidate
Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
Previous experience in the delivery of customer service within a contact centre setting, coupled with experience of case managing customer queries thorough to resolution
Significant experience of claims assessment / management within the healthcare sector
A track record of achieving and exceeding productivity and quality targets in a high performing team environment
Highly customer focussed
Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
An ability to speak a second language would be an advantage
About the Company
Bupa’s purpose is longer, healthier, happier lives.
As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 79,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.
We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
Bupa's Strategic Framework
Our strategy has three pillars: Customers, People, Performance. It puts our customers front and centre in the context of today’s digital age. As a service organisation, everything we do for our customers relies on our people and partners, so being a place where people love to work is critical to our success. This, combined with disciplined risk and capital management, is how we will deliver strong and sustainable performance.
We are looking for individuals who share in our values and this strategy, and are capable of delivering outstanding results for the business.
Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.
Bupa Global has over 2,000 employees and has offices in London and Brighton (UK), Dublin (Ireland), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Africa, India & Middle East; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.
Timescales for reviewing applications will differ between regions, but you will always receive a response to your application. The recruitment process itself will vary per role and region, but you will be updated along the way via phone and email (so please look out for these!). To view what stage of the process your application is currently at, you can also log in and view your dashboard.
If you are invited to an interview, a member of the resourcing team will be able to advise you on what to expect. This will vary in region, but will likely include an initial phone or digital interview, followed by one or more of the following depending on the role: Core capability interview; Technical/function specific interview; Online profiling assessment; Presentation, written task, role play; Assessment centre.
If your application is successful and you’re invited to join the team, the resourcing team will guide you through your on boarding journey.
Should you require any reasonable adjustments to be made or facilities provided to enable you to attend an interview, please do not hesitate to contact us prior to the interview at firstname.lastname@example.org, so we can make adjustments accordingly.