Customer Service Administrator

Hybrid role - 2 days a week in the office, 3 days a week at home.

LI-Hybrid

**VitalityHealth** is an award winning, dynamic and vibrant health insurance provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.

Our **CORE PURPOSE** is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.

Our **VISION** is to be the **BEST** health insurer in the UK. We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.

**Job Summary**

The Provider Operations Co-ordinator provides professional, efficient, courteous, and accurate front-line telephone and administration service to all Healthcare Providers, working independently and to standard procedures. The Provider Operations Team supports Vitality’s Healthcare Providers and assists in the first contact resolution of their queries.

This role involves a high level of technical expertise across all areas of the business and building positive relationships with Healthcare Providers. The role includes assisting the other provider teams with the implementation of the management strategy, effectively managing professional costs to ensure VitalityHealth members have access to high quality, affordable healthcare.

The post holder will provide a high-quality administration service within the team, whilst being able to work under their own initiative. You will have the ability to work effectively with a variety of teams and stakeholders across the Clinical Operations Division and the wider business.

**Dimensions**
- Reports to the Provider Operations Team Manager
- The job holder works with other team members
- First point of contact for all Healthcare Provider queries
- Knowledge of medical terminology and hospital, clinic, or laboratory procedures
- The post holder will have good negotiation skills
- The ability to understand processes across all areas of the business
- Maintain current processes and act upon areas of concern proactively
- May be expected to undertake limited travel (Stockport/Bournemouth/London)
- The post holder will maintain skills and knowledge relevant to work area

**Key Outputs**
- Provide a professional, efficient, courteous and accurate Customer Service
- Maintain a high-quality administration service
- Achieve set targets for productivity and quality
- Ability to maintain consistent attention to detail
- To assist Healthcare Providers by addressing queries direct or escalating to an appropriate member of the Clinical team
- Undertake and maintain the smooth running of the department
- To assist in the management of Customer (specialist, and policyholder) complaints
- Ability to use own initiative while being part of a team
- To co-operate in the promotion and implementation of EDI billing and BAC’s payments with all Healthcare Providers
- To act as the point of contact for providers relating to all recognition of Healthcare Providers, and ensure issues raised are resolved
- To assist in the registration of new Healthcare Providers, in accordance with company recognition criteria
- Retain business by ensuring positive messages and commercial considerations are always considered
- Relay customer feedback, process issues and areas for improvement
- To assist in providing information such as newsletters, mail shots and information guides, to providers
- Action enquiries from all sources in an efficient and professional manner
- Promote a culture of continuous improvement across processes in order to recognise and improve any obstacles
- To actively contribute towards the overall development of the team and department
- To contribute to project work as required
- Carry out audits and provide resulting feedback

**Regulatory Accountabilities**

You are required to understand and comply with all relevant rules, regulation and legislation applicable to your role. This means:

- Acting with integrity and due skill, care and diligence at all times.
- Ensuring that customers are treated fairly at all times
- Ensuring that communications via any medium meet the principle of 'clear, fair and not misleading'
- Undertaking relevant internally arranged training on systems, processes and regulatory requirements relevant to your role
- Identifying and escalating (through your line manager) risks that impact the business, customers or other third parties
- Reporting (through your line manager) any issues and/or system/process failures that may impact on service to customers

**Experience**

Essential
- Good general standard of education (GCSE’s or equivalent)
- Previous experience in a customer facing role
- PC literate with good knowledge of Word and Excel
- Excellent verbal and written communication skills
- Ability to work under pressure and manage own time
- Ab