Job Description:

Bupa Global Customer Service Advisor (Pre-authorisation)

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
 
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Role Overview

As a Regional Customer Service Advisor (Pre-authorisation), you will assess and manage medical treatment approval (pre-authorisation) requests, ensuring timely and accurate decisions in line with health insurance coverage and company guidelines. Working closely with customers, healthcare providers, and service partners, you will help customers access appropriate treatment while delivering a high standard of service and support.

You will:

• Enjoy a 5-day work week, Monday to Friday, 9:00am to 6:00pm or 9:30am to 6:30pm.
• Assess and manage medical treatment approval (pre-authorisation) requests via phone and email.
• As customers may be unwell or facing stressful healthcare situations, empathy, professionalism, and clear communication are essential. Full training including health insurance knowledge, medical terminology, and customer communication skills will be provided to help you succeed in the role.

Recent graduates are welcome to apply.

Key Accountabilities

• Assess and manage requests for medical treatment approval (pre-authorisation) via phone and email, ensuring timely, accurate, and customer-focused outcomes.
• Review treatment details, provider information, and policy coverage in accordance with established guidelines to support accurate benefit decisions.
• Prioritise and process cases efficiently, taking into account treatment urgency, customer needs, and service requirements.
• Work closely with clinical colleagues on complex cases and escalate matters where specialist review is required.
• Support customers and healthcare providers by handling enquiries, concerns, and appeals professionally. As customers may be unwell or facing stressful circumstances, you will demonstrate empathy, resilience, and professionalism when managing urgent requests and heightened emotions.
• Build strong relationships with members, healthcare providers, brokers, service partners, and internal stakeholders to deliver a seamless customer experience.
• Maintain accurate records and contribute to continuous improvements in customer experience, service quality, and operational efficiency.

Academic/Professional qualifications

• Hold, or be eligible to obtain, an Insurance Agent Licence from the Hong Kong Insurance Authority (HKIA). Candidates who can obtain the licence within three months of joining are welcome to apply.

Ideal candidate

Language Skills

• Fluent in spoken English and Mandarin, with good written English skills.

Soft Skills & Attributes

• An interest in healthcare and medical treatments, and a willingness to learn about health insurance and medical terminology.
• Previous healthcare or insurance experience is helpful but not required. Full training will be provided, including insurance knowledge, medical terminology, telephone communication skills, and customer service techniques.
• Empathetic and able to stay calm and professional when supporting customers who may be unwell or going through difficult situations.
• Passionate about helping people and delivering excellent customer service.
• Strong communication and listening skills, with the ability to explain information clearly and manage customer expectations effectively.
• Able to build positive relationships and handle customer enquiries with confidence and care.
• Good problem-solving skills and the ability to apply guidelines when making decisions.
• Well organised, detail-oriented, and able to manage multiple tasks in a fast-paced environment.
• A collaborative team player who works well with colleagues and other stakeholders.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process. 

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