We are excited to offer a unique opportunity for a Registered Nurse to join our long established, dynamic Healthcare Concierge team. This role blends clinical expertise with customer service, supporting members with their workplace insurance benefits, guiding them through private medical insurance claims, and sign posting to other services where applicable.
You will be based in our Contact Centre as part of a multidisciplinary team—including Receptionists, Benefits Advisers, and Nurses—delivering exceptional care and support across multiple communication channels. Your compassionate approach and clinical insight will help members navigate their healthcare options with confidence and clarity, working in line with processes across all communication channels to provide excellent customer experience in line with service level agreements (SLAs), key performance indicators (KPIs) and quality benchmarks.
You will also be processing claims for the customer, taking accountability, and managing the transaction from start to finish (where possible), making sure a seamless experience is provided. You will be responsible for managing your own caseload and expected to work autonomously, whilst providing support to your colleagues to ensure department targets are met. This role may not always be easy, not every treatment requested is covered on the policy and you need to be confident and comfortable declining treatment requests.
While prior experience working in the insurance industry is not essential (as training will be provided), strong clinical knowledge and previous firsthand experience in a healthcare setting is essential for this role
The role
1. Provide empathetic, professional support to customers via phone and written communication.
2. Authorise or decline treatment requests in line with policy guidelines—this includes confidently handling sensitive conversations.
3. Manage your own caseload, ensuring timely and accurate processing of claims from start to finish.
4. Maintain detailed records and ensure all interactions are logged in our customer database.
5. Taking personal accountability for work outputs and meeting SLA, KPI and quality benchmarks.
6. Collaborate with internal and external teams.
7. Uphold NMC and WTW codes of conduct and escalate complaints when necessary.
8. Support client retention efforts and promote WTW’s values and services.
9. Monitor trends in workplace illness and high claims, sharing insights with clients.
10. Maintain confidentiality and adhere to all company policies, including Health & Safety and Equality & Diversity.
11. Participate in ongoing training and development, including mandatory courses and performance appraisals.
12. Undertake other duties as required.