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Bupa; Salford; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Flexible working

Viva wellbeing programme

Family friendly benefits

Job summary

Bupa in the United Kingdom is seeking an Operational Support Adviser to join Wellbeing Support Services, delivering high-quality admin and customer service to clinicians, patients, partners and providers. You will help ensure smooth operations and excellent customer journeys across support channels.

You will manage inquiries, coordinate appointments, input data, and process invoices while complying with GDPR and regulatory standards.

Qualifications

• Previous experience of working in a customer services environment and demonstrates strong customer focus skills.
• PC literate with good knowledge of Windows based packages.
• Must have the ability to combine talking and typing skills.
• Time management skills and the ability to work quickly and accurately in a pressurised environment.
• Ability to work on own initiative and make decisions within the protocols set down with minimal supervision.
• Be adaptable and flexible with the ability to learn new skills and adapt to a changing environment.

Responsibilities

• Undertake general administrative and customer service duties as required e.g., managing mailboxes, data inputting, raising and payment of invoices.
• Handling internal webchat queries in real time supporting our clinicians/practitioners, arrange appointments for relevant teams and process inventory tasks in an effective and timely manner.
• Respond professionally to all telephone and external webchat enquiries, dealing with these in an appropriate manner ensuring that all queries are dealt with fully, efficiently and in line with Service Level Agreements.
• To work within operational process and procedure, following documented guidelines including General Data Protection Regulations and Access to Medical Reports Act, 1988 and other relevant regulations.
• Ensure compliance with operational control standards e.g. Quality Assurance standards, Privacy and Clinical Governance. Work within frameworks as set out by regulatory bodies, such as the Care Quality Commission and other external regulators.
• To continually work with peers and team manager to analyse existing working practises, to identify ways of improving the service and enhancing the customer journey and revenue streams.
• Adhere to and demonstrate an up-to-date knowledge of Bupa's products, policies and procedures.
• To proactively resolve all queries/incidents at point of contact or escape concerns/complaints/incidents to the relevant service line, ensuring these are documented within our Complaints/Incident Management System; Datix.
• To actively participate in internal/external meetings as required.
• To undertake other duties as may be necessary in line with the changing nature of the business.

Skills

Customer service

Windows knowledge

Typing speed

Time management

Decision making

Adaptability

Job description

Full Time (37.5 hrs) Mon-Sun 7.30am - 8pm on a rota basis

We make health happen.

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

As an Operational Support Adviser, you will contribute to the provision of a high-quality service to Bupa Health Clinics & UK Insurance Customers, Clients, Partners and Providers by working closely with operational staff members within Wellbeing Support Services at all levels.

You’ll help us make health happen by

• Undertake general administrative and customer service duties as required e.g., managing mailboxes, data inputting, raising and payment of invoices.
• Handling internal webchat queries in real time supporting our clinicians/practitioners, arrange appointments for relevant teams and process inventory tasks in an effective and timely manner.
• Respond professionally to all telephone and external webchat enquiries, dealing with these in an appropriate manner ensuring that all queries are dealt with fully, efficiently and in line with Service Level Agreements.
• To work within operational process and procedure, following documented guidelines including General Data Protection Regulations and Access to Medical Reports Act, 1988 and other relevant regulations.
• Ensure compliance with operational control standards e.g. Quality Assurance standards, Privacy and Clinical Governance. Work within frameworks as set out by regulatory bodies, such as the Care Quality Commission and other external regulators.
• To continually work with peers and team manager to analyse existing working practises, to identify ways of improving the service and enhancing the customer journey and revenue streams.
• Adhere to and demonstrate an up-to-date knowledge of Bupa's products, policies and procedures.
• To proactively resolve all queries/incidents at point of contact or escape concerns/complaints/incidents to the relevant service line, ensuring these are documented within our Complaints/Incident Management System; Datix.
• To actively participate in internal/external meetings as required.
• To undertake other duties as may be necessary in line with the changing nature of the business.

Key Skills / Qualifications needed for this role

• Previous experience of working in a customer services environment and demonstrates strong customer focus skills.
• PC literate with good knowledge of Windows based packages.
• Must have the ability to combine talking and typing skills.
• Time management skills and the ability to work quickly and accurately in a pressurised environment.
• Ability to work on own initiative and make decisions within the protocols set down with minimal supervision.
• Be adaptable and flexible with the ability to learn new skills and adapt to a changing environment.

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you