Operational Support Advisor

Job Description:

Operational Support Adviser

Fixed Term - 12 Months

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

Bupa Place, Salford Quays, Manchester M50 3SP / Hybrid
£25,000 + Fantastic Benefits

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 escalate 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.
• Excellent communication 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.

Benefits

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 will receive the following benefits and more:

• 24/7 Anytime HealthLine (confidential, round-the-clock service with unlimited telephone consultations, enabling colleagues to speak with a Bupa nurse about any health-related matter)
• Healthy Minds - 24/7 employee assistance programme
• Family Mental HealthLine
• EDF Energy discounts
• Flu vaccination programme
• Fixed term contract allowance, paid monthly
• Pension – automatically enrolled upon hire
• MyGymDiscounts - discounts on gym memberships, online workout programmes, and activewear
• Menopause plan and period plan
• Mortgage advice (free mortgage advice from an independent mortgage broker)
• My Bupa Extras - shopping discounts and cashback deals platform
• NMC and GDC registration Professional Indemnity Insurance
• Volunteering leave (3 days per year)
• Will writing (free standard will paid funded by Bupa (Single or Couple). Employee pays benefit-in-kind tax on the value of the will.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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