Overview
Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters, making a difference to the lives of our customers each day. The role of the customer service officer is to provide an excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validating their suitability for such treatment. You will promote the benefits of Bupa Cromwell hospital's products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry. The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails.
Responsibilities
* Always ensure the qualitative delivery of service to patients.
* Become the primary point of contact for patients, clinicians, and support teams.
* Ensure the delivery of service against core standard operating models.
* Build strong working relationships with patients and promote the services of Bupa Cromwell hospital.
* Develop strong internal relationships with other teams in the hospital including general business support.
* Effectively manage calls, emails, chat, and fax inquiries.
* Update and maintain patient records in bespoke systems.
* Proven sales and customer service skills from within the healthcare/insurance/financial services industry.
* Accuracy and attention to detail including excellent written and verbal communication skills.
* Participation in ideas generation and sales initiatives.
* Decision making skills.
* Strong background in effective relationship management both internally and externally.
* Competent in utilisation of MS Office including Word and Excel.
* Experience in calls and email handling within a contact centre / sales environment.
* Experience in managing customer queries and complaints.
* Can empathise with patients and assuage any anxiety in a confident and professional manner.
About Us
We are a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to "Be you at Bupa"; we champion diversity, and we understand the importance of our people representing the communities and customers we serve. We especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Benefits
* Annual leave accrual paid every time you work.
* Subsidised staff canteen and coffee shop led by expert caterers.
* Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices.
* Inclusion in the NEST government pension scheme.
Our wellbeing programme Viva supports flexible working and a range of family friendly benefits.
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