Mark Jones
Health Benefits Advisor looking to progress
customer service
health & wellbeing
quality
risk analysis
36 years old
Manchester (M5 6TF) United Kingdom
Employed
Available
I have an inherent drive to deliver world class customer service, and aspire to spread this enthusiasm and flair amongst my team. I strive for excellence with particular attention to detail. Having worked in health insurance for five years, I'd like to challenge myself by working in fraud analysis. My interest in the area has developed over time through underwriting to identify areas of risk to the business to ensure people are not claiming for pre-existing conditions
Health Benefits Advisor
BUPA
Since August 2015
Manchester
United Kingdom
- Administer member health benefits for both medical and dental policies
- Answer and process internal member queries by phone and email
- Responsible for underwriting and analysis of risk posed by existing health conditions
- Assess member medical reports - with regards to both underwriting and eligibility aspects
- Handle provider queries from consultants, therapists and hospitals
- Make appointments with GPs and physiotherapists for our staff
- I am responsible for updating the team's graphs
- Health and Safety Representative for the floor
- Represent the team at the employee forum with other departments and senior staff
- I sometimes volunteer to lead the VBMs. I also take the minutes and create the agendas for these every 2 weeks
- I organised an awards ceremony within the team to boost morale
- I have taken extra responsibility in training new members of staff, doing 1-2-1s with them and helping them to self-identify ways to progress
- Helped to run a benefits fair on-site in conjunction with the mental health team to promote products and services available to staff
- Taken charge of training changes in process to the team
Member Service Advisor
BUPA
December 2012
to August 2015
- Looked after telephone queries for corporate groups
- Ensured my statistics matched or exceeded business measures
- Completed the BUPA training programme
- Ran client demonstrations to familiarise members with our systems
- I was in charge of manual payments for the floor
- Progressed from managing C1 members to C2 and C3 members
- Responsible for call listening when necessary, and report back to senior colleagues
- Provided reactive and constructive feedback to colleagues on their work in the form of training
- As a complaints champion for the department, I would investigate complaints to prevent escalation to customer relations
- Responsible for liaising with corporate groups when complaints arose to repair relationships
Medical Receptionist
Birches Head Medical Centre
July 2008
to November 2012
Stoke-on-Trent
United Kingdom
- Worked over two sites (Birches Head Medical Centre and Hulton House Surgery)
- Made appointments
- Processed prescriptions and ensured they were completed by the resident GPs
- Dealt with queries face to face and on the telephone
- Completed CPR training and fire safety training
- Responsible for filing and editing medical records
- Ensured security and cleanliness of the property throughout the day
- Scanned post to keep records updated
A Level Sociology - A
A Level Drama - B
AS Level Law - C
AS Level Textiles - C
AS Level Biology - D
Learn more
A Level Drama - B
AS Level Law - C
AS Level Textiles - C
AS Level Biology - D
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Customer Service
Expert
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Objection Handling
Expert
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Teamwork
Expert
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Microsoft Office Suite
Advanced
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BOSS
Advanced
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Swift
Expert
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Cisco Phone System
Expert
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Cognos
Intermediate
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MUG (Medical Underwriting Guidelines)
Good
- Hosting fundraising events for George House Trust
- Hosting fundraising events for the Elton John AIDS Foundation
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