Claims Management Consultant
Ensure an exceptional customer experience for our customers by swiftly and accurately resolving all customer claims queries. Customer 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 claims queries to the customer’s complete satisfaction without the need to refer the customer on. This will include assessing complex and high value claims from all customer groups – Individual, Provider Corporate and Intermediaries.
Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, 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 the customer experience
- Taking end to end ownership for the resolution of all customer claims enquiries;
- Case managing all queries through to resolution within agreed targets;
- Managing the assessment of Customer claims, including both high value and complex claims;
- 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 local governance requirements including FCA and Treating Customers Fairly;
- Achieving all targets for contact handling, turnaround times and quality;
- Participate in regular 121s and team meetings with your Manager;
- Support new team members;
- Being a role model for the team demonstrating outstanding personal behaviours and performance;
Being a Customer Service Champion within Claims. Contribute to the continuous improvement process by challenging existing process and contributing ideas for improvement
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.
Must be conversant in both Mandarin and English with good writtten ability
About the Company
Bupa is a leading international healthcare group that provides health insurance and medical subscription products and runs care homes, retirement villages, hospitals, primary care centres and dental clinics around the world. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have over 29m customers in 190 countries. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ more than 79,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, China, India, Thailand, and the USA.
We have grown significantly, particularly in 2013 when we accelerated execution of our Bupa 2020 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 believes that the growth and performance of our leaders and our people is the single biggest pathway to fulfilling our purpose (longer, healthier, happier lives) and delivering Bupa’s 2020 goals. We have a leadership framework called “Bupa Leaders Are” which sets out what great leadership looks like at Bupa. Leaders are called upon to grow themselves, to grow others, to grow the business, to improve the health of the world. We are looking for individuals who are capable of delivering extraordinary business outcomes.
Bupa Global is the worldwide Bupa business. We provide products and services in 190 countries for globally minded and mobile people who want the most premium coverage and access to the best healthcare anytime, anywhere in the world, whether at home or when studying, living, travelling or working abroad. We have over 1,700 employees working for our circa 2.1m customers around the world. We have a medical advice line staffed by a team of experienced, multi-lingual advisers to offer our customers support 24 hours a day, every day. We also have an emergency medical team of doctors on hand as an optional benefit to organise emergency assistance and evacuations.
Bupa Global has offices in London and Brighton (UK), Miami and Philadelphia (USA), Copenhagen (Denmark), Hong Kong, China as well as in France, Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador and is currently organised around three regional hubs: Bupa Global Business Unit (incorporating Europe, Middle East and Greater China), Bupa Global Latin America and Bupa Global North America.