Bupa Global Customer Service Advisor (Pre-authorisation)

Bupa
Hong Kong
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Professionalism","Communication","Listening","Problem-solving","Organisation","Attention to detail","Resilience","Relationship building","Collaboration"]

Assess and manage medical treatment pre-authorisation requests for international health insurance members. You’ll review treatment and provider details against policy coverage, process urgent cases efficiently, and handle enquiries, concerns, and appeals by phone and email. Working with clinical colleagues on complex matters, you’ll keep accurate records and support continuous improvements to customer experience, service quality, and operational efficiency.

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FursaFursa
Bupa
Bupa
11 hours ago

Bupa Global Customer Service Advisor (Pre-authorisation)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Assess and manage medical treatment pre-authorisation requests for international health insurance members. You’ll review treatment and provider details against policy coverage, process urgent cases efficiently, and handle enquiries, concerns, and appeals by phone and email. Working with clinical colleagues on complex matters, you’ll keep accurate records and support continuous improvements to customer experience, service quality, and operational efficiency.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Assess and manage medical treatment approval (pre-authorisation) requests via phone and email, ensuring timely, accurate, customer-focused decisions.
  • •Review treatment details, provider information, and policy coverage according to established guidelines to support accurate benefit decisions.
  • •Prioritise and process cases efficiently by treatment urgency, customer needs, and service requirements.
  • •Handle enquiries, concerns, and appeals professionally, escalating complex matters for specialist review and supporting clinical colleagues.
  • •Maintain accurate records and contribute to continuous improvements in customer experience, service quality, and operational efficiency.

Key Requirements

  • •Hold, or be eligible to obtain, an Insurance Agent Licence from the Hong Kong Insurance Authority (HKIA), with eligibility to obtain within three months of joining.
  • •Fluent spoken English and Mandarin, with good written English.
  • •An interest in healthcare and medical treatments, and willingness to learn health insurance and medical terminology.
  • •Empathetic and able to remain calm and professional when supporting customers who may be unwell or under stress.
  • •Strong communication and listening skills to explain information clearly and manage customer expectations effectively.
Skills:EmpathyProfessionalismCommunicationListeningProblem-solvingOrganisationAttention to detailResilienceRelationship buildingCollaboration
Licenses:Insurance Agent Licence (Hong Kong Insurance Authority HKIA)
Certifications:Insurance Agent Licence (Hong Kong Insurance Authority HKIA)
Languages:EnglishMandarin

Company Brief

Bupa
Bupa is an international healthcare group offering health insurance, care homes, hospitals, dental clinics, and health services. It provides private medical insurance and integrated care solutions across multiple countries for individuals and employers.
Industry: Health Insurance (Payers)
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 1947
WebsiteLinkedIn