Claims Management Consultant

3 weeks ago

Brighton, United Kingdom Bupa Full time

**Claims Management Consultant**

**Victory House, Brighton**

**Hybrid Working Options**

**Fixed Term Contract 10 months**

**Full time, 35 hours per week between**

**Starting salary £25,500 per annum**

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

**Role Overview**

This is a diverse and skilled customer facing role where you will be responsible for resolving all claims queries to the customer’s complete satisfaction without the need to refer the customer on. This will include assessing complex and high value claims from all customer groups - Individual, Provider Corporate and Intermediaries.

**What you will be doing**
- Take end to end ownership for the resolution of all customer claims enquiries. Case manage all queries through to resolution.
- Responsible for complex case handling i.e. missing information claims, pre-payment, and complex claims where the outsourcer Genpact require support and guidance, pre-payment. Case manage all queries through to resolution
- Accurately maintain and update customer records on the customer management system. Ensure that records are accurately updated.
- Participate in projects demanding decision making and high level of responsibility within operations and/or cross-departmental.
- Complying with all regulatory and governance requirements including FCA and Treating Customers Fairly
- Act as a role model for the team demonstrating outstanding personal behaviours and performance.
- Work positively together with other teams and departments, treating them as internal customers and not creating barriers between departments.
- Being a Customer Service Champion within Claims. Contribute to the continuous improvement process by challenging exiting process and contributing ideas for improvement

**What you will bring**
- Previous experience with in health insurance market, or relevant transferable skills and knowledge from other financial services industries would be beneficial
- Previous experience in the delivery of excellent customer service within a contact centre setting
- A track record of achieving and exceeding productivity and quality targets in a high performing team environment
- Highly customer focussed
- Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
- Can demonstrate examples of supporting colleagues in a customer service setting.

Time Type:
Full time

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