Operational Support Specialist

4 weeks ago


Salford, Salford, United Kingdom Bupa Full time

Job Title: Operational Support Specialist

Job Summary:

We are seeking an experienced Operational Support Specialist to join our team at Bupa. As an Operational Support Specialist, you will play a key part in helping our customer-facing colleagues deliver exceptional standards of customer service and patient care.

Key Responsibilities:

  • Undertake general administrative and customer service duties as required.
  • Handle internal webchat queries in real-time, supporting our clinicians/practitioners, arranging appointments for relevant teams, and processing 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.
  • 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.
  • Continually work with peers and team managers to analyze existing working practices, 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.
  • 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.
  • Actively participate in internal/external meetings as required.

Requirements:

  • Previous experience of working in a customer services environment and demonstrates strong customer focus skills.
  • PC literate with good knowledge of Windows-based packages.
  • Ability to combine talking and typing skills.
  • Excellent communication skills.
  • Time management skills and the ability to work quickly and accurately in a pressurized 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.

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Our benefits are driven by what matters to our people. We believe all our colleagues should be rewarded for their efforts. We offer a range of benefits to support both your physical and mental wellbeing, such as:

  • 25 days holiday, increasing through length of service, with option to buy or sell.
  • Bupa health insurance as a benefit in kind.
  • An enhanced pension plan and life insurance.
  • Onsite gyms or local discounts where no onsite gym available.
  • Various other benefits and online discounts.


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