Delivery and Operations Service Relationship Agent

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

- Member servicing

• Handle member enquiries and service requests through phone and email channels.
• Provide support on pre-authorisation, policy and benefit enquiries, claims, billing, personal information updates and general servicing requests.
• Give clear and accurate information and manage member expectations professionally.
• Resolve member concerns with empathy and fairness, balancing customer needs with company policies and requirements.

- Pre-authorisation support

• Process pre-authorisation requests in line with established policies, procedures and service standards.
• Prioritise cases according to urgency and manage workloads to support timely outcomes.
• Follow the appropriate process based on treatment location, medical service requirements and product benefits.
• Maintain accurate records and documentation in the relevant customer management systems.

- Service coordination and teamwork

• Coordinate concierge-related services, such as medical appointment arrangements, where required.
• Provide administrative and coordination support to Senior Service Experts for selected products.
• Liaise with internal teams, healthcare providers, business partners and authorised representatives to resolve service requests.
• Work collaboratively with colleagues and other departments to support consistent service delivery.

- Continuous improvement and business support

• Participate in one-to-one meetings, team meetings, coaching and training activities.
• Contribute practical ideas to improve customer experience, service quality and operational efficiency.
• Comply with applicable regulatory, compliance, quality and operational requirements.
• Work during Hong Kong public holidays when required. Additional days or hours will be compensated in accordance with the relevant company policy, including time off in lieu where applicable.

Key Skills/Qualifications needed for this role:

• Bachelor's degree or equivalent qualification preferred.
• Eligible to obtain an individual insurance agent licence with the Hong Kong Insurance Authority (HKIA).
• Passes in IIQE Papers I and II are required for the licence application, and academic qualifications must meet HKIA requirements.
• Complete the required Continuing Professional Development (CPD) hours to maintain or renew a valid individual insurance agent licence with the HKIA.

- Language skills

• Fluent spoken English, Cantonese and Mandarin.
• Strong written English communication skills.
• Ability to input Traditional and Simplified Chinese is an advantage.

- Customer service skills and attributes

• Strong customer service mindset, empathy and active listening skills.
• Clear verbal communication and the ability to explain complex information simply.
• Good observation skills and sensitivity when supporting vulnerable customers.
• Ability to manage expectations with tact and professionalism.
• Calm and composed when working under pressure.

- Other requirements

• Good organisation, time management, prioritisation and attention to detail.
• Strong numeracy skills to support claims and payment-related enquiries.
• Ability to work independently and collaboratively as part of a team.
• Willingness to learn and apply new knowledge; no prior medical knowledge is required and training will be provided.
• Ability to meet productivity, quality and customer service standards.
• Fresh graduates are welcome to apply.

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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