Provider Service Advisor

We offer Hybrid working so once you have completed your initial training and are competent in your role you are given the freedom to work from home and maintain a great work life balance. Expectations around how frequently you will need to attend the office will be defined by your service manager. We make health happen. We provide a knowledgeable and efficient front-line service for Providers on behalf of Bupa customers. The role holder will be responsible for determining eligibility in-line with customer products, Bupa's policies and contractual agreements to create accurate pre-authorisations via multi contact channels (inbound, outbound and digital solutions). What you'll be doing:

• You will own and manage all queries whilst fully observing all authority levels, regulatory and mandatory training requirements making sure all work is completed to quality standards and SLA timescales.
• You will fully investigate, resolve or escalate all complaints from Providers ensuring clear case history notes are captured including rationale for your decisions confidently liaising with other teams, providers and customers (via phone, digital channels) where necessary.
• Adopting a continuous improvement mindset, identifying trends and removing all causes of failure and ensure appropriate records of interactions are created and maintained on Bupa systems.
  
  Previous experience of working in a customer services environment with strong customer focus skills.
• Excellent written and verbal communication skills.
• Ability to tailor your approach to each customer through effective conversation and listening skills.
• An ability to accurately assess claims payment outcomes in accordance with Bupa's products, policies and contractual agreements.
• Good problem-solving skills with the ability to present solutions to problems.
• Time management skills and the ability to work quickly and accurately.
  
  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.

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. Joining Bupa in this role you will receive the following benefits and more:
• Holidays - 25 days with the option to buy or sell some of your annual leave entitlement
• Bupa Staff Health Trust - opt into our bespoke healthcare cover that provides medical insurance for you and your family.
• Wagestream - Have early access up to 40% of your earned wages within minutes.
• Pensions / Life Insurance - Join one of our Bupa pensions plans up to 12%
• Parental Leave - We have schemes for adoption, birth parents and co parents
• Extensive L&D program including internal development and access to apprenticeships
• Free health assessments every 2 years to support both body and mind
• Emotional Wellbeing online - Variety of self-guided programmes provided by Silver Cloud Health to help you manage money worries, stress, sleep, and more.
• Match Funding - We offer match funding up to £250 per employee per year when you fundraise for a registered charity that supports health and wellbeing.