Remote Patient Support Representative

About the Company

Bupa is an international healthcare group committed to helping people live longer, healthier, happier lives. We offer a diverse range of health and care services, including health insurance, health clinics, dental centres, and care homes. Our purpose is to make a difference to millions of lives, and we achieve this through our dedicated teams who put our customers at the heart of everything we do. Join Bupa and be part of a team that’s passionate about health and well-being.

Job Description

We are seeking a compassionate and dedicated Remote Patient Support Representative to join our growing team. This is a crucial role within our healthcare services, where you will be the first point of contact for patients, providing essential support, information, and guidance remotely. You will play a vital role in ensuring a positive and seamless experience for individuals navigating their healthcare journey. This position requires excellent communication skills, empathy, and the ability to handle sensitive information with discretion, all from the comfort and convenience of your home office.

Key Responsibilities

• Serve as the primary remote point of contact for patients, addressing inquiries via phone, email, and chat.
• Provide accurate and comprehensive information regarding Bupa's services, policies, and procedures.
• Guide patients through appointment scheduling, service registration, and claims processes.
• Listen actively to patient concerns, offering empathetic support and practical solutions.
• Escalate complex issues to appropriate clinical or administrative teams when necessary.
• Maintain detailed and accurate records of all patient interactions and follow-ups in our CRM system.
• Adhere strictly to patient confidentiality and data protection guidelines (GDPR, HIPAA where applicable).
• Collaborate with internal teams to ensure a coordinated and effective patient care experience.
• Participate in ongoing training and development to enhance knowledge of healthcare services and best practices.

Required Skills

• Exceptional verbal and written communication skills.
• Proven ability to empathize with patients and handle sensitive situations with tact and professionalism.
• Strong problem-solving abilities and a proactive approach to patient support.
• Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
• Ability to work independently in a remote environment with minimal supervision.
• Excellent organizational skills and attention to detail.
• Reliable high-speed internet connection and a dedicated quiet home workspace.

Preferred Qualifications

• Previous experience in a patient support, customer service, or call centre role, preferably within a healthcare setting.
• Familiarity with medical terminology and healthcare systems.
• Experience with virtual communication platforms and remote team collaboration tools.
• GCSEs or equivalent, including English and Maths.

Perks & Benefits

• Competitive annual salary and performance-based incentives.
• Comprehensive Bupa health insurance coverage.
• Generous pension scheme with employer contributions.
• Extensive training and professional development opportunities.
• 25 days annual leave, plus bank holidays, with the option to buy or sell additional days.
• Employee assistance program for personal and professional support.
• Discounts on Bupa products and services.
• Access to a range of well-being initiatives and resources.

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