Customer Service Advisor

6 months ago

Esher, United Kingdom Healix Full time

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

As a Member Advisor 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. This is a role where good customer service skills are key, and you are not required to have any medical qualifications.

**PERSON SPECIFICATION**

We are looking for an individual with the following areas of expertise:

- A good understanding and previous experience of the private medical insurance industry and claims processing, would be an advantage.
- Proactive in keeping up to date on all our clients’ requirements and able to locate and interpret all relevant policy documentation.
- High standard of customer service and ability to demonstrate customer led thinking.
- Decision making skills and ability to use own initiative.
- A diplomatic 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 external awareness of new technology or development within the industry to pre-empt and be prepared for possible related queries.

**About The Role**

**AS 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

**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?

**Skills Needed**

**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 c

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