Job Description:
Enhanced Complex Clinical Case Manager
Angel Court, London or Bupa Place, Salford Quays –
Permanent
Full time –
£39,100 - £43,000 –
We make health happen:
At Bupa, we’re here to help people live longer, healthier, happier lives—and make a better world. As a global healthcare leader with no shareholders, our focus is always on our customers. In this role, you’ll be part of our UK Insurance Operations team, supporting members through complex clinical pathways and ensuring they receive the right care at the right time.
How you’ll help us make health happen:
As an Enhanced Complex Clinical Case Manager, you’ll provide expert clinical support to our customers and providers, guiding them through treatment authorisation, care pathways, and discharge planning. You’ll use your clinical judgement to assess eligibility, support decision-making, and ensure care is appropriate and aligned with policy coverage.
Here’s what you’ll be doing:
1. Managing complex clinical cases, including pre-authorisation and treatment eligibility decisions.
2. Supporting customers and providers via phone, email, and onsite interactions.
3. Ensuring timely hospital discharge and appropriate care pathways.
4. Maintaining accurate clinical records and using Bupa systems in line with data protection standards.
5. Acting as an escalation point for complex queries and contributing to clinical governance.
6. Supporting continuous improvement and sharing best practice across the team.
Key Skills / Qualifications needed for this role:
7. Registration with a relevant professional body (e.g. NMC or HCPC) as a Registered General Nurse, Children’s Nurse, MH Nurse or Paramedic is essential.
8. At least 6 years post qualification experience is essential.
9. Previous clinical case management experience is desirable.
10. Previous contact centre experience is desirable as this is a phone-based role.
11. The ability to work independently within your scope of practice, using sound judgement and empathy.
12. Strong communication skills – you’ll be comfortable handling sensitive conversations with compassion and clarity.
13. Confidence using multiple systems and tools at once – you’ll be talking and typing at the same time.
14. A calm, resilient approach – especially when supporting vulnerable or anxious customers.
15. A problem-solving mindset – you’ll think analytically to find the best outcomes for our customers.
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.
16. 25 days holiday, increasing through length of service, with option to buy or sell
17. Bupa health insurance as a benefit in kind
18. An enhanced pension plan and life insurance
19. Onsite gyms or local discounts where no onsite gym available
20. 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.