Health Concierge

3 months ago

Sydney, Australia Bupa Full time

**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 via both inbound and outbound channels, the Health Concierge is responsible for making outbound calls to customers to promote health programs, in addition to handling inbound inquiries. By utilizing non-clinical program knowledge, the Health Concierge will take a customer-needs-based approach to navigate and connect the customer to the appropriate health care professional or next best step.

**Key accountabilities include**:

- Conduct outbound call campaigns to promote Bupa Telehealth programs and qualify potential customer interest.
- Handle inbound enquiries, refer relevant customers, and provide suitable program options.
- Effective time management, meeting targets and adhering to quality measures.
- Maintain knowledge of programs/services and provide accurate information to customers.
- Prioritize customer satisfaction and exceed expectations.
- Assist with campaign management and coordinate call queue coverage.
- Accurate transaction processing and compliance with policies and regulations.
- Additional duties as assigned by the Telehealth Service Delivery Leadership Team.

**Skills and Experience**
- Experience in healthcare customer service or contact centres (highly desirable)
- Strong customer service focus with excellent communication skills
- Proficiency in Microsoft Office (Outlook, Teams) and ability to learn new IT systems.
- Strong interpersonal and relationship management abilities
- Ability to manage performance, work under pressure, and adapt to change.
- Commitment to confidentiality and handling sensitive information discreetly.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.

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