Client Service Specialist - Healthcare

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

By working closely with our clients to deeply understand their needs, we are able to develop solutions that are truly best-in-class. We choose to be specialists rather than generalists, so that we have the expertise required to solve even the most complex challenges. Our entrepreneurial approach promotes innovation, integrity and a constant focus on delivering the best solutions for our clients.

The job holder is responsible for providing operational support on a portfolio of clients in relation to their healthcare schemes including Private Medical Insurance, Dental, Travel, Cash Plan Health Screening and Employee Assistance Programmes. The job holder will work within the Howden Employee Benefits & Wellbeing Small Business & Medium Enterprise Unit, providing support to our clients and Healthcare Consultants team.

As this role will take instructions from various team members on a daily basis, being well organised is an essential skill.

Scheme Administration:

• Demonstrate a good knowledge of the Private Medical Insurance market, in relation to age rated provider policies and overall propositions.
• Support the departmental Service Level Agreements as directed by y o ur Manager.
• Promptly and efficiently, deal with client queries or issues keeping all relevant parties appraised where necessary.
• Accurately analyse scheme data to ensure that membership is correct, for the purpose of obtaining quotations and preparing Market Reviews and Client Reports.
• Deal with teleph o ne, e mail and written e nquiries fr om all clients, p r oviders, intro ducers and internal c olleagues in a polite and efficient manner.
• Maintain accurate and secure rec ords using the C ompan y’s internal IT s yste ms
• P r o cess new business and re newals in supp ort of t he Consultants.
• Provide administrative support including but not limited to, the processing of new joiners, leavers and cancellation of policies in a range of media to clients and consultants in a professional, accurate and timely manner.
• Maintain an accurate diary system.
• Build strong relationships with our WNS Colleagues, providing support where required for training and peer review.
• Adhere to the company’s Data Protection Policy at all times.

Policy, Process and Procedures:

• You follow process and best practice that is relevant to your role and compliant with business policy.
• Constructively you suggest process improvements to deliver workable solutions.
• In a collaborative way you challenge wider processes to enable and drive improvements to service whilst ensuring compliance.

Customer Focus and Relationships:

• The exceptional customer experience that you provide will drive improved retention and enables the opportunity for cross and upselling of our business portfolio of solutions.
• You will work closely with the “Head Of Client Services within their area of responsibility to ensure that the administration of our clients’ Health and Wellbeing schemes are carried out in accordance with relevant policies. You build strong internal, client and provider relationships based on respect that develops and builds loyalty, retention and increased client benefit spend.

Market Knowledge & Technology

• You stay up to date and proactively seek to broaden your market knowledge.
• You understand the need for accurate client data in the operating systems.
• You embrace Technology in order to deliver outstanding client solutions.

Compliance and Personal Development

The Board of each Operating Entity requires the highest…