Customer Service Advisor in Esher

Are you looking for a rewarding career in the private medical industry? Do you have excellent customer service skills and a passion for helping people? If so, you might be the perfect fit for our Member Advisor role!

Responsibilities

• Take calls from clients, providers and members in relation to initial and/or ongoing claims.
• Obtain medical evidence from providers to substantiate claims decision/treatment.
• Deal with queries in relation to clinical treatment or pre-authentication requests.
• Arrange care with the appropriate medical team/facility.
• Ensure treatment delivered is relevant and appropriate by monitoring ongoing treatment plans for members.
• Negotiate provider fees within the Healix Reasonable and Customary fees, part of cost containment for clients.
• Ensure all documents are correctly and accurately allocated on the Case Management System.
• Assist the Case Managers with high cost claims where required.

Person Specification

• Excellent customer service and strong command of English, both verbal and written.
• Decision making skills and ability to use own initiative.
• A diplomatic open style and approach, excellent verbal and written communication.
• High accuracy and attention to detail and work well under pressure.
• Ability to work well both independently and as part of a team.
• Good problem solving and analytical skills.
• Good commercial awareness with ability to make decisions with the "bigger picture" in mind.
• Effective contact with clinicians, accurate assessment of information and acting appropriately.
• Overall external awareness of new technology or development within the industry.
• Good understanding and previous experience of the private medical insurance industry and claims processing is an advantage.

Desired Criteria

• Customer Service Experience.
• Good command of the English language.
• Medical claims handling experience.

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 coordinators and problem‑solvers, expert at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical coordinators and security experts ensure your people are looked after, whatever happens. We adapt our services to our clients’ unique needs across governments, broadcasters, NGOs, international corporations, major insurers and more.

We keep our back‑office lean, never use scripts or time calls. We never lose sight that we’re dealing with real people. We focus on ensuring our highly trained specialists have space and time to be effective, letting them use their initiative to get the job done. We’re driven to do things in the best way and reward our efforts with excellent development opportunities and supportive team spirit.

Company Benefits

• Commitment to career development.
• Continuous development with on‑going training and professional enhancement.
• Health insurance, vacation, paid time off, retirement plan and/or pension, office perks, employee development programs, employee discounts, gym membership or wellness programs, opportunity to travel, casual dress, cycle to work, free work laptop, referral bonus, open office, competitive salary, life insurance, employee assistance scheme, wellbeing scheme, social opportunities, progression opportunities.

Salary

£27,000.00 - £28,000.00 per year