Customer Service Advisor

Healix Group of Companies; West of England; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Hybrid work after training

2-month office training

Office in Bristol

Job summary

Healix Group of Companies is seeking a Customer Service Advisor to handle 25+ inbound calls, coordinating member treatment plans and liaising with the healthcare team to ensure access to required medical services.

The role requires strong English communication, empathy and resilience, with a 2-month office-based training followed by hybrid working (3 days in the office per week) at Temple Quay, Bristol.

Qualifications

• Excellent verbal and written English communication.
• Proven customer service experience.
• Ability to handle emotionally challenging calls relating to medical conditions.
• Computer literate and proactive during ongoing training.

Responsibilities

• Take 25+ inbound calls from members to coordinate treatment plans.
• Liaise with healthcare team and member to provide medical information.
• Ensure members receive appropriate medical services and access.
• Gather medical evidence from providers to substantiate claims.
• Record and allocate documents in Case Management System accurately.
• Assist Case Managers with high-cost claims when required.

Skills

Communication

Empathy

Active listening

Resilience

Job description

Customer Service Advisor

Role: Member Advisor - Customer Service

Starting Salary: £27,913 p.a.

Start Date: 11th January 2027 - if you are interested in discussing a future start date then please

Where will you work? Once you have completed your 2 month office based training, we offer hybrid working requiring 3 days in the office per week.

Office Location: Temple Quay, Bristol, conveniently located in the city centre, a short walk from Temple Meads train station.

Shift Pattern: Full time - 35 hours per week, shifts take place between 8am and 7pm, Monday to Friday with one Saturday shift every 5-6 weeks between 9am and 1pm which is paid as overtime.

Rights to Work: We do require you to have the right to work in the UK and are unfortunately unable to support with Sponsorship.

Key Skills required: Communication, Empathy, willingness to go above and beyond to support our members, resilience - There will be some emotionally challenging calls relating to medical conditions

What makes our role stand out?: A genuine, clear progression path within a rewarding and growing company - we have some really exciting times ahead of us! A role that will challenge you on a daily basis but give you the skills to succeed at work and in your personal life.

Do you have excellent customer service skills and a passion for helping people? Are you looking for a rewarding career where your work can have a direct impact on people's lives? If so, you might be the perfect fit for our Member Advisor role!

As a Member Advisor you will take 25+ inbound calls from our members where you will be responsible for coordinating member treatment plans, liaising with all members of the healthcare team and the member, and ensuring that the member receives appropriate medical information and access to required medical services. We have a team of in house nurses and systems to help you navigate these conversations however you will need to be empathetic and confident on calls while always demonstrating the highest levels of customer service. This is a role where outstanding customer service skills are key, you are not required to have any medical qualifications but must be able to communicate clearly, be computer literate and be proactive during our ongoing training sessions.

About the role

What are we looking for in you?

We are looking for someone who can deliver great customer service and who has strong command of the English language, both verbal and written.

In addition, we are looking for:

• Decision making skills and ability to use own initiative.
• An open style and approach, with excellent verbal and written communication.
• A high degree of accuracy and attention to detail and work well under pressure.
• The ability to work well both independently and as part of a team.
• Good problem solving and analytical skills.
• Good commercial awareness with the ability to make decisions with the "bigger picture" in mind.
• Ability to make effective contact with clinicians, accurate assessment of information obtained and acting appropriately upon the outcome.
• An overall openness to accept change in working processes in a positive way! In our sector change can come at short notice and we need to to be open to this!

As a Member Advisor you will be involved in:

• Taking calls from clients, providers and specified members in relation to initial and/or ongoing claims
• Obtaining medical evidence from providers to substantiate claims decision/treatment
• Dealing with queries in relation to clinical treatment or pre-authorisation requests
• Arranging care with the appropriate medical team/facility
• Ensuring treatment delivered is relevant and appropriate by monitoring ongoing treatment plans for members
• Negotiating provider fees within the Healix Reasonable and Customary fees, as part of cost containment for clients
• Ensuring all documents are correctly and accurately allocated on Case Management System
• Assisting the Case Managers with high cost claims where required

About the company

All around the world, Healix safeguards people's health and wellbeing.

Required Criteria

• Do you have Customer Service Experience?
• Do you have a good command of the English language?

Desired Criteria

• Do you have medical claims handling experience?