Advisor Coach internal

Healix - Healix Health - Esher
Esher
Internal job

Internal job this job is intended for internal staff only.

Advisor Coach

Working in liaison with the Health Services team and reporting to the Claims Co-ordination Manager. The Advisor Coach is required to provide a professional and high standard of service delivery at all times.

The Advisor Coach role involves assessing and coordinating member treatment plans; liaising with all members of the healthcare team and the member to ensure that all parties have the relevant information, to ensure the member receives appropriate medical information and access to required medical services.

Assessing and processing invoices from medical providers whilst ensuring that payments are made accurately, in line with scheme guidance.

The Advisor Coach will also be responsible for coaching, monitoring, training, and providing feedback to Member advisors across the Healix claims teams. The Advisor Coach will work closely with all Member Advisors, as directed by a Team Lead, to improve their call quality, product knowledge, and overall performance, ensuring that all Member Advisors deliver gold standard, bespoke customer service at all times.
Important Information
Location: Healix Health - Esher, Healix Group, Healix House, Esher Green, Esher, England, Surrey, KT10 8AB
Date Posted: 24th February 2025
Closing Date: 2nd March 2025
Industry: Consultancy
Job Type: Full time
Salary: Based on Experience

About the role

POSITION OVERVIEW

Liaising with members, clients and providers in relation to initial and/or ongoing claims via the members communication channel of choice; telephone, email or Healix livechat.
Assess member requirements against the terms and conditions of the scheme.
Obtain medical evidence from providers to substantiate claims decision/treatment.
Deal with queries in relation to clinical treatment or pre-authorisation requests.
Arrange care with the appropriate medical team/facility.
Assessing and processing medical invoices and claim forms received from medical providers or members to ensure their accurate settlement and record of claim.
Negotiate provider fees within the Healix Reasonable and Customary fees, as part of cost containment for clients.
Dealing with early resolution complaints and escalate any formal complaints in a timely manner
Assisting the Case Managers with high cost claims where required.
Provide one-on-one coaching and support, by Identify strengths weaknesses to help Member Advisors improve performance.
Conduct Live call monitoring and listening and coach Member Advisors to reach their full potential
Provide Member advisors with feedback, examples, performance assessments, and best-practice activities to help improve the skillset needed for their role
Collaborate with Team Leaders and other Stakeholders to align coaching Initiatives with team, departmental and Business objectives
Create and maintain shared records of coaching, training, feedback, performance reviews.
Report on agent progress and overall team performance to Team leads and Claims Co-ordination manager.
Work closely with Team Leads, to align coaching efforts with current operational focuses and company goals
PERSON SPECIFICATION
High standard of customer service and ability to demonstrate customer led thinking.
Good problem solving and decision making skills and ability to use own initiative.
A diplomatic open style and approach, with excellent verbal and written communication.
A high degree of accuracy and attention to detail and work well under pressure.
The ability to work well both independently and as part of a team.
Ability to identify when it becomes appropriate to escalate a problem
Excellent organisation and time management skills.
Great IT skills with the ability to navigate multiple applications.
Communication: Excellent verbal and written communication skills to interact effectively with Member Advisors.
Coaching Ability*:** Strong coaching and mentoring skills with the ability to give constructive feedback.
Problem Solving: Ability to quickly identify issues and come up with practical solutions.
Adaptability*:** Ability to manage change and adapt coaching strategies to fit different member advisors needs.

Healix

All around the world, Healix safeguards people's health and wellbeing.

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home.

We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people.

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges - and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Our benefits

Commitment to career development We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment. We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Advisor Coach internal

Advisor Coach

About the role

Healix

Our benefits

Health insurance

Vacation, Paid time off

Retirement plan and/or pension

Office perks

Employee development programs

Employee discounts

Gym membership or wellness programs

Opportunity to travel

Casual dress

Cycle to work

Free work laptop

Referral bonus

Open office

Competitive salary

Life insurance

Employee Assistance Scheme

Wellbeing Scheme

Social Opportunities

Hybrid Working

Advisor Coach

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Advisor Coach internal