Job Description:

Service Relationship Agent

Location: Beijing

Fix-term contract (3 years)

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you'll help us make health happen

• You are a subject matter expert in handling pre-authorisation requests through calls and emails, consistently delivering a smooth and positive experience for members.
• You effectively organise and prioritise pre-authorisation tasks, following different processes based on treatment location and medical service requirements.
• You respond to a wide range of service queries, including coverage, claims, billing, payments, and updates to personal information.
• You manage challenging conversations with dissatisfied members by listening actively and working towards fair and effective resolutions.
• You consistently provide timely and high-quality responses across calls and emails, while maintaining accurate records in the customer management system.
• You coordinate Green Channel and concierge services (e.g. medical appointment booking), supporting the Senior Service Expert and network teams to expedite priority medical treatment for top-tier members.
• You contribute to continuous improvement by sharing ideas, supporting colleagues through training, and taking ownership of your personal development through learning opportunities.

Key Skills/Qualifications needed for this role:

• Bachelor's degree or equivalent preferred.
• Health Care related customer service experience is preferred
• Language Skills:
  • Fluency in spoken English and Chinese is essential.
  • Proficiency in written English is required.
  • Chinese input skills are a distinct advantage.
• Skills & Experience:
  • Skilled communicator with empathy, clarity, and strong numeracy skills.
  • Independent and efficient, with proven results and sound judgment.
  • Experienced and knowledgeable, especially in Bupa Global processes.
  • Ability to manage expectations with tact and professionalism leveraging time management and prioritisation skills.
  • No prior medical knowledge required, but a willingness to learn and apply knowledge on the job is essential.

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 takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

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