Client Services Officer

Bupa; United States; Remote; USD 30,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension

Life assurance

Viva wellbeing programme

Gym discounts

Learning and development opportunities

Job summary

Bupa is hiring a full-time Customer Service Advisor to join our busy contact centre. You will answer and manage high volumes of calls from patients, families, clinicians, and the public, delivering an exceptional experience with professional, compassionate communication.

You will route calls, log information accurately, maintain confidentiality, work with colleagues to meet service levels, and support continuous improvement in patient experience.

Qualifications

• Previous experience working in a busy contact centre, customer service or telephony-based environment.
• Excellent verbal and written communication skills.
• Outstanding customer service skills with a genuine desire to help others.
• Exceptional attention to detail and accuracy.
• Ability to multitask and prioritise workloads in a fast-paced setting.

Responsibilities

• Answer and manage a high volume of incoming calls from patients, families, clinicians and members of the public.
• Deliver an exceptional customer experience through professional, compassionate and efficient communication.
• Route and transfer calls accurately across hospital departments and services.
• Handle enquiries promptly while ensuring information is recorded accurately.
• Log and report communication or telephony issues to the appropriate IT teams.
• Follow established policies and procedures when managing complaints or concerns.
• Maintain strict confidentiality and data protection standards at all times.
• Work collaboratively with colleagues to ensure service levels and quality standards are consistently achieved.
• Contribute to continuous improvement initiatives focused on enhancing the patient experience.

Skills

Call center experience

Excellent communication

Multitasking

Data accuracy

Team collaboration

Confidentiality

Tools

CRM systems

Job description

How You'll Help Us Make Health Happen What You'll Do

• Answer and manage a high volume of incoming calls from patients, families, clinicians and members of the public.
• Deliver an exceptional customer experience through professional, compassionate and efficient communication.
• Route and transfer calls accurately across hospital departments and services.
• Handle enquiries promptly while ensuring information is recorded accurately.
• Log and report communication or telephony issues to the appropriate IT teams.
• Follow established policies and procedures when managing complaints or concerns.
• Maintain strict confidentiality and data protection standards at all times.
• Work collaboratively with colleagues to ensure service levels and quality standards are consistently achieved.
• Contribute to continuous improvement initiatives focused on enhancing the patient experience.
• Previous experience working in a busy contact centre, customer service or telephony-based environment.
• Excellent verbal and written communication skills.
• Outstanding customer service skills with a genuine desire to help others.
• Exceptional attention to detail and accuracy.
• Ability to multitask and prioritise workloads in a fast-paced setting.
• Confidence working under pressure while maintaining professionalism.
• Strong organisational and administrative skills.
• Experience using multiple systems and databases simultaneously.
• A proactive approach with the confidence to make informed decisions within agreed guidelines.
• A positive team-focused attitude with the flexibility to support colleagues when needed.

Hours: Full Time, Permanent

Shift Pattern: Rotating shifts between 8:00am and 8:00pm, Monday to Saturday (Saturday working approximately 1 in every 4 weeks)

Salary: £25,000 per annum + Excellent Benefits, Our benefits are designed to make health happen for our people.

Viva, our global wellbeing programme, supports every aspect of wellbeing, including mental, physical, financial, social, and environmental health.

You’ll enjoy a range of benefits, including:

• Equivalent of 25 days holiday, increasing with length of service.
• Option to buy and sell annual leave.
• Bupa health insurance as a benefit in kind.
• Enhanced company pension scheme.
• Life assurance.
• Access to Viva wellbeing initiatives and support programmes.
• Gym discounts and fitness partnerships.
• Retail, travel, and leisure discounts.
• Access to a range of learning and development opportunities.

Why Bupa?

We're a healthcare company with no shareholders, which means our customers are at the heart of everything we do. Our people are united by a shared purpose: helping people live longer, healthier, happier lives while making a better world. We make health happen by being brave, caring, and responsible in everything we do. We encourage all our colleagues to Be You at Bupa. We champion diversity and believe our workforce should reflect the communities and customers we serve. That's why we actively encourage applications from people of all backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview or assessment to every disabled applicant who meets the minimum criteria for the role. We'll ensure you are treated fairly throughout the recruitment process and will make reasonable adjustments wherever needed.

Time Type: Full time