ABOUT YOU

• 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
• Strong interpersonal and relationship management skills.

Products/service knowledge:

• 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.
• Maintain knowledge of computer systems in use and the nature of administration procedures to provide customers with accurate information/legislation in response to customer queries, referrals and follow ups

ABOUT THE ROLE

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.

KEY RESPONSIBILITIES

Lead Generation and Customer Enquiry Management:

• Through outbound call campaign activity, promote Telehealth programs and services with the aim of qualifying potential interest from customers, covering objections and then referring customers to relevant Healthcare Professional.
• Managing inbound enquiries, identifying potential opportunities to refer relevant customers who meet specified requirements and being able to provide the right program to suit their requirements.

Products/service knowledge:

• 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.
• Maintain knowledge of computer systems in use and the nature of administration procedures to provide customers with accurate information/legislation in response to customer queries, referrals and follow ups.

Administration:

• Process all transactions with customers accurately with a high level of quality.
• Accountable for personal and team compliance with internal policies, procedures, and codes and all applicable external laws, regulations, standards and industry codes.
• Other Duties as outlined by the Bupa Telehealth Service Delivery Leadership Team