{"id":1760667,"url":"https://alion.io/job/bupa-bupa-global-customer-service-advisor-pre-authorisation","title":"Bupa Global Customer Service Advisor (Pre-authorisation)","company":{"id":1769945,"name":"Bupa","domain":"bupa.co.uk","url":"https://alion.io/company/bupa-co-uk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":63,"ghost_share":0,"stale_share":0.841,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hong Kong"],"countries":["HK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-11T00:00:00Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-24T22:01:51Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":76},"description":"Job Description:\nBupa Global Customer Service Advisor (Pre-authorisation)\nLocation: Hong Kong\nPermanent\nFull time\nOnsite working\nWe make health happen\nBupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.\nBupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.\nRole Overview\nAs a Regional Customer Service Advisor (Pre-authorisation), you will assess and manage medical treatment approval (pre-authorisation) requests, ensuring timely and accurate decisions in line with health insurance coverage and company guidelines. Working closely with customers, healthcare providers, and service partners, you will help customers access appropriate treatment while delivering a high standard of service and support.\nYou will:\nEnjoy a 5-day work week, Monday to Friday, 9:00am to 6:00pm or 9:30am to 6:30pm.\nAssess and manage medical treatment approval (pre-authorisation) requests via phone and email.\nAs customers may be unwell or facing stressful healthcare situations, empathy, professionalism, and clear communication are essential. Full training including health insurance knowledge, medical terminology, and customer communication skills will be provided to help you succeed in the role.\nRecent graduates are welcome to apply.\nKey Accountabilities\nAssess and manage requests for medical treatment approval (pre-authorisation) via phone and email, ensuring timely, accurate, and customer-focused outcomes.\nReview treatment details, provider information, and policy coverage in accordance with established guidelines to support accurate benefit decisions.\nPrioritise and process cases efficiently, taking into account treatment urgency, customer needs, and service requirements.\nWork closely with clinical colleagues on complex cases and escalate matters where specialist review is required.\nSupport customers and healthcare providers by handling enquiries, concerns, and appeals professionally. As customers may be unwell or facing stressful circumstances, you will demonstrate empathy, resilience, and professionalism when managing urgent requests and heightened emotions.\nBuild strong relationships with members, healthcare providers, brokers, service partners, and internal stakeholders to deliver a seamless customer experience.\nMaintain accurate records and contribute to continuous improvements in customer experience, service quality, and operational efficiency. \nAcademic/Professional qualifications\nHold, or be eligible to obtain, an Insurance Agent Licence from the Hong Kong Insurance Authority (HKIA). Candidates who can obtain the licence within three months of joining are welcome to apply.\nIdeal candidate\nLanguage Skills\nFluent in spoken English and Mandarin, with good written English skills.\nSoft Skills & Attributes\nAn interest in healthcare and medical treatments, and a willingness to learn about health insurance and medical terminology.\nPrevious healthcare or insurance experience is helpful but not required. Full training will be provided, including insurance knowledge, medical terminology, telephone communication skills, and customer service techniques.\nEmpathetic and able to stay calm and professional when supporting customers who may be unwell or going through difficult situations.\nPassionate about helping people and delivering excellent customer service.\nStrong communication and listening skills, with the ability to explain information clearly and manage customer expectations effectively.\nAble to build positive relationships and handle customer enquiries with confidence and care.\nGood problem-solving skills and the ability to apply guidelines when making decisions.\nWell organised, detail-oriented, and able to manage multiple tasks in a fast-paced environment.\nA collaborative team player who works well with colleagues and other stakeholders.\nWhy Bupa?\nWe’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.\nWe encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.\nBupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.\nTime Type:\nFull timeJob Area:\nBusiness DevelopmentLocations:\nThe Quayside","description_format":"text","description_chars":5287,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance","Insurance coverage"],"hiring_locations":[{"name":"Hong Kong","iso":"HK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-03T12:36:55Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.144,"p_room":0.28,"age_days":76,"expected_fill_days":19,"reasons":["conf:31","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/bupa-bupa-global-customer-service-advisor-pre-authorisation","json_url":"https://alion.io/job/bupa-bupa-global-customer-service-advisor-pre-authorisation.json","meta":{"generated_at":"2026-10-26T08:39:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11556,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1769945},"rest":"https://alion.io/mcp/rest/get_company?id=1769945"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbupa-bupa-global-customer-service-advisor-pre-authorisation"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbupa-bupa-global-customer-service-advisor-pre-authorisation"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbupa-bupa-global-customer-service-advisor-pre-authorisation"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bupa-bupa-global-customer-service-advisor-pre-authorisation\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbupa-bupa-global-customer-service-advisor-pre-authorisation"}]}