Claims Assessor

Claims Assessor Coventry A Permanent vacancy, Full Time hours Starting salary is £16,300 plus excellent benefits ? About the role - To provide a confident, knowledgeable and efficient front line and internal support and policy assessment service to our Bupa members and colleagues. The job holder will be responsible for problem and query resolution. All of this shall be done in conjunction with individual customer benefit entitlements and therefore requires a complete understanding of all Bupa policies. Working Hours - The Cash Plan office in Coventry is open Monday - Thursday 8am to Midnight, 8am - 6pm Friday and 8am-1pm on Saturday - this role is working 37.5 hours a week and the shifts are between these times. What you'll be doing Liaising with internal and external customers and providers in order to obtain and provide sufficient information for claims to be processed via all methods of communication including creating Letters to be sent to Members and Providers Proactively investigating and providing solutions to customer queries and researching all possible alternatives. Acting as an escalation point to other business areas for health cases deemed complex and/or general Bupa policy and claim queries Ensuring all interactions related to any case are promptly and accurately recorded on appropriate systems. Continually look for ways to improve the service you provide. Utilising current technology and to be a competent user of all systems used within the member service and claims environment. Accurately monitor and record data whenever asked to do so to support continued improvement of working practices. Supporting colleagues in sharing information and knowledge, managing all customer contacts including claims in line with regulatory requirements and providing additional support/mentoring to work colleagues where appropriate. Who we're looking for? Strong listening skills with the ability to tailor your approach to each customer PC literate with good knowledge of Windows based packages. Must have the ability to combine talking and typing skills. Excellent communication skills, including both telephone and letter writing skills, and the ability to deal effectively with internal and external customers of all levels Must be resilient and able to keep difficulties in perspective Ability to deal calmly and professionally with highly emotional, sometimes irrational, anxious and uncertain customers within a pressurised environment. Ability to handle telephone calls with knowledge, confidence, maturity and tact. Ability to think analytically to assess clinical information to determine the eligibility of benefit. Flexibility to adapt your way of working within a changing environment Time management skills and the ability to work quickly and accurately. Ability to work on own initiative and make decisions within the protocols set down with minimum supervision. Good problem-solving skills with the ability to present solutions to problems. Ability to remain positive and calm and projects a "can do" attitude within the team/department.