Health Concierge
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We're a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We're investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you'll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility.
Just imagine the impact you could make.
The purpose of this job:
The Health Concierge supports the delivery of the Bupa Telehealth (BT) programs and services by providing customer engagement and enquiry management support for the Telehealth Service Delivery (health coach) team. Managing the bulk of customer enquiries and recruitment activities via both inbound and outbound channels, the Health Concierge provides the first point of communication for Bupa Telehealth customers utilising non-clinical program knowledge and taking a customer needs-based approach to navigate and connect the customer to the appropriate health care professional or next best step.
This is achieved through a strong outcome focus, understanding of conversion rate methodology, a high level of quality customer service, good knowledge of Bupa Telehealth programs and services and by representing Bupa in a professional and positive manner, as well as having a strong team focus.
The role also provides operational and administration assistance to the broader Bupa Telehealth team including campaign and work distribution management, processing of invoices and other general administrative duties.
What you'll need to make it possible
* Demonstrated customer service and/or contact centre experience in a healthcare related industry highly desirable
* Strong customer service skills, commitment, and a desire to satisfy customer needs.
* Proficient in Microsoft Office suite, especially Outlook and Teams
* Well-developed IT skills with demonstrated ability to learn new systems and platforms
* Strong communication skills, including excellent verbal, written and listening skills.
* Strong interpersonal and relationship management skills
* Ability to self-manage performance against business requirements
What you'll be doing in this role:
* Lead Generation and Customer Enquiry Management.
* Maintain up to date knowledge of all relevant programs and services
* Utilise high level of non-clinical program knowledge to communicate/promote products and services to match customer's needs
* Provide high level of customer service
* Assist with Campaign management and work distribution.
Why you'll love it?
We support our people to be the healthiest and happiest versions of themselves.
If this sounds exciting, we'd love to hear from you. Let's shape the future of healthcare, together.
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you'd like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.