Administrator
7 months ago
We have a vacancy in our Government team, based in Esher.
In this role, you will:
- Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
- Rotate through the Administrator remit on a weekly basis. The responsibilities include: liaising with the NHS to secure appointments; managing dental requests in line with NHS parameters; managing a prescription service for the overseas patients; processing invoices from overseas providers.
- Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the patients, the clients and Healix. Know when to escalate cases to senior colleagues.
- Previous experience working in a telephone based or face to face customer service role desired.
- The ability to be responsive and empathetic to the needs of others and offer effective solutions.
- The ability to quickly learn the system and work with mínimal supervision.
- The ability to communicate professionally, employing excellent listening skills.
- An excellent command of the English language, both verbal and written
- Excellent written and verbal skills and empathetic listening kills.
- An aptitude or interest in figure work (for invoice processing).
- An ability to follow processes and collect data.
- A high degree of accuracy and attention to detail.
- Competent IT skills with good knowledge of Microsoft packages.
- The ability to shift emphasis when required and help other members of the team.
- Foreign language skills are an advantage.
- The ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
- A positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to work well both independently and as part of a team.
- The ability to confidently manage cases and ask for help when needed.
**About The Role**
**Key activities/main duties**:
- Co-ordination of prescription processing to supply medications to overseas based patients. This includes liaison with our Pharmacy.
- Co-ordination of dental claims from patients, correspondence and general enquiries to payment of invoices. This includes liaison with the Healix Dental Advisor and the NHS Dental Panel.
- Liaise with the NHS to secure appointments.
- Process invoices in line with agreed service standards and following up with providers and patients where further information is required.
- Act in a professional, polite and courteous manner towards others at all times.
- Handle all calls with empathy and customer focus. Identify what the patient needs through effective questioning and listening. Accurately document phone calls.
- Ensure written communication is accurate, concise and relevant, and that actions and notes in the Case Management System are easy to follow and show a clear plan.
- Appropriately refer a patient to speak to a Nurse or Doctor and provide an effective case summary to the medical team taking over.
- Prioritise workload appropriately ensuring that the most urgent cases are actioned in a timely manner.
- When applicable, escalate urgent matters to senior colleagues as appropriate.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.
- Undertake and participate in your performance review identifying own personal development needs and taking action to achieve new skills and knowledge.
There may be further ad-hoc duties to be performed as part of the role
**Required Criteria**
- High level of attention to detail
- Strong communicator
- Ability to be responsive and empathetic to the needs of others and offer effective solutions.
**Desired Criteria**
- Previous experience working in a telephone based or face to face customer service role
- Modern European Languages
**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 t
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