Administrator
We have a vacancy in our Government team, based in Esher.
In this role, you will:
Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
Rotate through the Administrator remit on a weekly basis. The responsibilities include: liaising with the NHS to secure appointments; managing dental requests in line with NHS parameters; managing a prescription service for the overseas patients; processing invoices from overseas providers.
Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the patients, the clients and Healix. Know when to escalate cases to senior colleagues.
We are looking for a candidate who is a team player and who has:
Previous experience working in a telephone based or face to face customer service role desired.
The ability to be responsive and empathetic to the needs of others and offer effective solutions.
The ability to quickly learn the system and work with minimal supervision.
The ability to communicate professionally, employing excellent listening skills.
An excellent command of the English language, both verbal and written
Excellent written and verbal skills and empathetic listening kills.
An aptitude or interest in figure work (for invoice processing).
An ability to follow processes and collect data.
A high degree of accuracy and attention to detail.
Competent IT skills with good knowledge of Microsoft packages.
The ability to shift emphasis when required and help other members of the team.
Foreign language skills are an advantage.
The ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
A positive and can-do approach to all tasks.
The ability to work calmly under pressure.
The ability to work well both independently and as part of a team.
The ability to confidently manage cases and ask for help when needed.
About the role
Key activities/main duties:
Co-ordination of prescription processing to supply medications to overseas based patients. This includes liaison with our Pharmacy.
Co-ordination of dental claims from patients, correspondence and general enquiries to payment of invoices. This includes liaison with the Healix Dental Advisor and the NHS Dental Panel.
Management of email enquiries, ensuring all correspondence receives a timely response.
Liaise with the NHS to secure appointments.
Process invoices in line with agreed service standards and following up with providers and patients where further information is required.
Act in a professional, polite and courteous manner towards others at all times.
Have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.
Handle all calls with empathy and customer focus. Identify what the patient needs through effective questioning and listening. Accurately document phone calls.
Ensure written communication is accurate, concise and relevant, and that actions and notes in the Case Management System are easy to follow and show a clear plan.
Appropriately refer a patient to speak to a Nurse or Doctor and provide an effective case summary to the medical team taking over.
Prioritise workload appropriately ensuring that the most urgent cases are actioned in a timely manner.
When applicable, escalate urgent matters to senior colleagues as appropriate.
Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.
Undertake and participate in your performance review identifying own personal development needs and taking action to achieve new skills and knowledge.
There may be further ad-hoc duties to be performed as part of the role
What you will need
Required criteria
- High level of attention to detail
- Strong communicator
- Ability to be responsive and empathetic to the needs of others and offer effective solutions.
Desired criteria
- Previous experience working in a telephone based or face to face customer service role
- Modern European Languages
Healix
All around the world, Healix safeguards people's health and wellbeing.
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home. We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution. We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Our benefits
Commitment to career development We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment. We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance
Vacation, Paid time off
Retirement plan and/or pension
Office perks
Employee development programs
Employee discounts
Gym membership or wellness programs
Opportunity to travel
Casual dress
Cycle to work
Open office
Competitive salary
Life insurance
Employee Assistance Scheme
Wellbeing Scheme
Social Opportunities
Hybrid Working
Administrator
All around the world, Healix safeguards people's health and wellbeing.