Experience — Mark Jones

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Experiences

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

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

Mark Jones