Customer Service Advisor

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

Benefits offered by this job

Hybrid work model

Job summary

Healix Health is seeking a Member Advisor for customer service excellence in Bristol. After a two‑month office-based training, the role offers hybrid work requiring three days in the office per week.

You will handle 25+ inbound calls, coordinate treatment plans, and liaise with clinicians to ensure appropriate medical information and services. Strong English skills and empathy are essential.

Qualifications

• Experience in customer service roles.
• Excellent command of the English language (verbal and written).

Responsibilities

• Handle 25+ inbound calls from members and coordinate treatment plans.
• Liaise with healthcare team and members to ensure access to medical services.
• Maintain clear, empathetic communication and accurate documentation.
• Work with Case Managers on high-cost claims when required.
• Use Casemanagement System to file documents correctly.

Skills

Communication

Empathy

Customer service

English proficiency

Job description

Job Description

Location: Three Temple Quay, Temple Back East

Role: Member Advisor - Customer Service

Starting Salary: £27,913 p.a.

Start Date: 9th November 2026

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

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

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?

Closing Date Thursday 15th October, 2026

Contract Type fulltime

Salary £27,913.00 Yearly