Delivery and Operations Service Relationship Agent

Service Relationship Agent

Location
Hong Kong
Location
Full Time
Apply

Job Description:

Service Relationship Agent

Location: Hong Kong

Permanent

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, via calls or emails, you create a great preauthorisation journey for members.
  • You can well organise preauthorisation tasks by evaluating urgency and priority, you have good memory as you follow different processes based on treatment location and medical service needs from members.
  • Timely response with great quality in calls and emails, accurate record keeping in customer management system.
  • Handle diverse service queries including coverage, claims, billing, personal info updates, and concierge coordination, ensuring timely and high-quality responses.
  • Resolve member concerns with empathy and fairness, balancing customer needs with company interests and maintaining accurate records.
  • You are the co-ordinator in concierge service (e.g. medical appointment booking)
  • You support Senior Service Expert to service members covered by top-tiered product.
  • Participate in regular 121s and team meetings with your manager
  • Contribute to the continuous improvement process by putting forward CX

Key Skills/Qualifications needed for this role:

  • Bachelor's degree or equivalent preferred.
  • Pass in IIQE Paper I and II needed to apply insurance agent license with Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the requirement from HKIA.
  • Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.
  • Language Skills:
    • Fluency in spoken English, Cantonese, and Mandarin is essential.
    • Proficiency in written English is required.
    • Traditional/Simplified 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.

Time Type:

Full time

Job Area:

Delivery and Operations

Locations:

The Quayside

Service Relationship Agent

Location
Hong Kong
Location
Full Time
Apply
DJD Purpose.jpg

Our
purpose

Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.

Our
values

Every company needs an ethos, and we're no different. Through good days and challeging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.

We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you. 

As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.

DJD Values.jpg
DJD Inclusion.jpg

Free to be
you

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. 

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.

Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.

Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.

Service Relationship Agent

Location
Hong Kong
Location
Full Time
Apply