Job Description: Clinical Case Manager - Clinical Services Salford Quays / London – hybrid with 1 day a week on site Permanent Full time - 37.5 hours per week £39k We try to consider all types of flexibility, including locations, hours and working patterns. We make health happen: At Bupa, we’re here to help people live longer, healthier, happier lives – and to make a better world. That’s what drives everything we do. As a Clinical Case Manager, you’ll be at the heart of this mission, supporting our customers with expert guidance and compassionate care. You’ll be part of a team that’s proud to put people first. Whether it’s helping someone understand their treatment options or making sure they’re on the right care pathway, you’ll be making a real difference every day. And because we don’t have shareholders, we reinvest everything back into our people, services, and innovation – so we can keep improving health outcomes for everyone. How you’ll help us make health happen: As a Clinical Case Manager, you’ll: Be the first point of contact for customers and providers, offering clear, confident advice over the phone and in writing. Assess treatment requests, checking eligibility and authorising or declining based on policy terms. Guide customers to the most suitable treatment options, helping them get the care they need while managing costs effectively. Use your clinical expertise to support complex case management and act as an escalation point for colleagues. Keep accurate, professional records in line with NMC/HCPC standards and data protection regulations. Spot opportunities to improve our service, reduce risk, and enhance the customer experience. Collaborate with colleagues across departments to deliver seamless, high-quality care. Maintain your professional development and complete all required training. Key Skills / Qualifications needed for this role: Registration with a relevant professional body (e.g. NMC or HCPC) as a Registered General Nurse, Children’s Nurse, or Paramedic is essential (A speciality such as acute care, oncology or cardiology is desirable). Previous clinical case management experience is desirable. The ability to work independently within your scope of practice, using sound judgement and empathy. Strong communication skills – you’ll be comfortable handling sensitive conversations with compassion and clarity. Confidence using multiple systems and tools at once – you’ll be talking and typing at the same time. A calm, resilient approach – especially when supporting vulnerable or anxious customers. A problem-solving mindset – you’ll think analytically to find the best outcomes for our customers. Previous contact centre experience is desirable, but not essential. Benefits Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. 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 Why Bupa? We’re 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. That’s why 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. If you require information regarding this role in an alternative format, please email: careers@bupa.com Time Type: Full time Job Area: Clinical Services Locations: Angel Court, London, Bupa Place Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.