Work From Home Member Services Advisor – Global He

Your role will be to provide a confident, knowledgeable and efficient front line service to the members of our latest client, the UK leading Health Care provider with a global presence. You will be responsible for problem and query resolution as well as the facilitation of recommended treatment plans and/or discussions of alternative, appropriate clinical treatment pathways using presented medical information whilst referring to appropriate clinical guidelines. All of this shall be done in conjunction with individual customer benefit entitlements and therefore requires a complete understanding of our client’s policies.

You will be on an Annualised Hours Contract, which means that if you are employed to work a set number of hours per week (your Contractual Hours, to be agreed with you during recruitment and which can vary from 22 to 30 hours per week for this role), during “off peak weeks” you will be required to work less hours per week (around -15/20%), and then during “peak weeks”, you will be required to work more hours per week (around +15/20%).

Main Responsibilities
From the comfort of your home-office and a part-time basis (min 22 hours per week / max 30 hour per week), you will:

Handle members’ calls and take any necessary action required to resolve the query;
• Guide members to ensure that they receive the correct treatment available in conjunction with their policy;
• Proactively investigate and provide solutions to their queries and researching all possible alternatives;
• Act as an escalation point to other business areas for health cases deemed clinically complex and/or general policy queries;
• Pre-authorise member’s treatment using set protocols;
• Investigate and resolve all queries and complaints from members and if resolution is not possible, obtain further information and either respond to the member or escalate with a full case history;
• Manage all customer contact including claims in line with regulatory requirements.
As a HomeAgent you will play an absolutely vital part in helping us provide excellence and peace of mind to our client’s members, whilst being part of a strong HomeAgents team and working to individual and team targets.

Personal Profile:
We are looking for individuals with a ‘can do’ attitude who can deal calmly and professionally with highly emotional, sometimes irrational, anxious and uncertain customers within a pressurised environment.
You will require a high level of communication skills, listening and focusing on each and every interaction and tailoring your response and solution for that customer.
You will have excellent telephone and letter writing skills, and the ability to deal effectively, quickly and accurately with internal and external customers of all levels.
You will display a high level of resilience and the ability think analytically to assess clinical information to determine the eligibility of the benefit and a strong level of decision making and working on your own initiative to make decisions within the protocols set down.

As you will be working from home, PC literacy, high flexibility in your schedule, good organisation, independence and self-reliance are essential.

Contact Type:
Inbound calls answering queries on Membership Services (no sales)

Starting Salary:
£26,000 per year during probation, £26,000 per year after probation + commission depending on skills and performance

Location:
Anywhere in the UK

Essential Qualifications, Skills and Experience:
5 GCSE’s or equivalent or demonstrated good level of education in previous positions held
High level of IT literacy
Customer service experience
Strong listening skills with the ability to tailor your approach to the customer
Excellent communication skills (including written)
Ability to think analytically to assess clinical information
Ability to make decisions within set protocols with minimum supervision
Excellent problem solving skills
Desirable Skills and Experience
Call centre experience
in the healthcare industry (including nurse background)

Shifts:
Working Hours
8am – 8pm Monday to Friday
8am – 6pm Saturday

Mandatory Shifts
9am – 4pm Monday

Pre-Employment Checks:
We will conduct the following background checks:
• Establish your legal right to work in the UK
• Establish your address
• Verify your last two years activity
• Criminal history check (CRB basic disclosure to be provided by you at your own costs)
• Fraud database checks
• Carry out a credit check, which will check for county court judgements, bankruptcy and individual voluntary arrangements
If you do have any county court judgements, have been made bankrupt, have an individual voluntary arrangements or criminal conviction, this does not necessarily mean that we cannot consider you for the role. A decision would be made depending on your circumstances and the role in question.

CIFAS
Please note that Sensée is a member of CIFAS and therefore we will check your details with/against fraud prevention databases.
Should our investigations identify fraud or the commission of any other criminal offences by you when applying for, or during the course of your employment with us, we will record the details of this on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and by us and other organisations to prevent fraud.
Please contact us if you want to receive details of the relevant fraud prevention databases through which we share information.
Training and Development:
You will also need to attend a mandatory full time 8 weeks training (4 weeks virtual classroom based training and 4 weeks grad bay) to be delivered virtually over set shifts.
Technology and Home Office Requirements:
You will need to provide a quiet and secluded home office equipped with a dedicated telephone line, a dedicated wired broadband connection, a dedicated to work PC (desktop) and a telephone handset with headset, all meeting our required specifications.
You will not be moving home within the next 6 months.

Application process:
To learn more about our company and to for this position please click on the ‘Apply’ button

Sensée is an equal opportunities employer and welcomes applications from all sections of the community.