Client Services Specialist - Healthcare

Healthcare Consultant

You will be providing an efficient service to a portfolio of clients in respect of their healthcare schemes including Private Medical Insurance, Dental, Travel, Cash Plan, Health Screening and Employee Assistance Programme. The schemes will largely be Age Rated schemes but may also include Experience rated and International Healthcare schemes.

Consultants, Senior Consultants and Principals will be responsible for managing the client relationship and Client Service Specialists will be responsible for providing support, which will include regular face to face and Teams meetings. As this role will take instructions from various team members on a daily basis, being well organized is an essential skill.

Key Result Areas:

• Demonstrate a good knowledge of the Private Medical Insurance (PMI) market (including age rated, experience rated, provider policies, funding mechanisms and overall propositions).
• Provide excellent client support in areas of PMI and additional Healthcare products including Dental cover, Group Travel, Employee Assistance Programmes, Health Screening and Cash Plans.
• Promptly and proficiently, deal with all client queries or issues keeping your consultant appraised at all times.
• Ensuring that healthcare scheme renewal communications are issued to clients in a timely and accurate manner that is in line with team procedures. Provide assistance to consultants and clients for all switch of insurers.
• Effectively update reporting documents in a timely manner for MI purposes.
• Analysing data, peer reviewing client reports and supporting tender and new business activities.
• Building strong relationships with insurer/supplier contacts and sharing knowledge/experience with the team.
• Building strong relationships with WNS team, providing support where required for training and peer review
• Ensuring company systems are up to date for client portfolios

Policy, Process and Procedures:

• You follow process and best practice that is relevant to your role and compliant with business policy.
• Constructively you suggest process improvements to deliver workable solutions.
• In a collaborative way you challenge wider processes to enable and drive improvements to service whilst ensuring compliance.

Customer Focus and Relationships:

• The exceptional customer experience that you provide will drive improved retention and enables the opportunity for cross and upselling of our business portfolio of solutions.
• You will work closely with the Client Service Manager - Healthcare within their area of responsibility to ensure that the administration of our clients' group policies is carried out in accordance with relevant policies.
• You build strong internal, client and provider relationships based on respect that develops and builds loyalty, retention and increased client benefit spend.

Market Knowledge & Technology:

• You stay up to date and proactively seek to broaden your market knowledge and understanding of key trends.
• You understand the need for accurate client data in the systems including contacts, existing portfolios, markets and partners.
• You understand the scope and advantage of our technology platforms, to client's business needs.
• You embrace Technology in order to deliver outstanding client solutions.

Compliance and Personal Development:

• The Board of each Operating Entity requires the highest standards of corporate governance, operational excellence and financial reporting throughout the Group from all its Directors and employees. Specifically:
• You actively undertake personal development to ensure up to date knowledge and understanding of best practice.
• You are aware of the need and sources of compliance and understand and apply compliance.
• You ensure that HR and Training & Competency records are up to date and meet the Operating Entity and/or Group's requirements.
• You operates in an honest, professional and ethical manner.
• You are able to adapt best practice to the situation in hand within the framework of compliance.
• Strict adherence to the Group Employee Code of Conduct which strongly aligns to the FCA's code of conduct that all regulated entities must adhere to under the SM&CR.
• Completes all relevant regulatory training and ensure you remain competent to carry out role

Knowledge, Skills, Behaviours and Experience:

• Good knowledge and understanding of group healthcare policies is preferred, primarily UK PMI, Dental schemes, Cash Plans, Health Screening and Travel schemes. Knowledge of other employee benefits would be beneficial.
• You have Microsoft Office knowledge and are able to use Excel to formulate spreadsheets as required.
• You can create a basic Word document with text and manipulate template reports.
• You strive to be "the best you can be" to deliver high standards of work for the benefit of your clients.
• Your professionalism increases the positive aspect of customer-experience and underpins their loyalty.
• You take ownership of your portfolio and proactively manage the associated workload, flagging client risks and opportunities.
• You are conscientious, orderly and disciplined with good organisational and time management skills.
• You are motivated with a strong desire to learn about the corporate group healthcare industry.
• You have a good attention to detail.
• You are a team player.
• You lead by example and act as a role model for Howden Employee Benefits & Wellbeing.
• You interpret change, what it means to the business, and the action you need to take to support the change.
• Your positive attitude and analytical insight enable consultants to retain and close more business.
• Experience in administration.
• Experience of working with an Employee Benefits Consultancy or with an Insurance Provider is preferred but not essential.
• CII IF7 qualified, preferred but the business supports training towards this.

What Do We Offer In Return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we're looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new.
• We support each other in the small everyday moments and the bigger challenges.
• We are determined to make a positive difference at work and beyond.

Reasonable Adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.

If you're excited by this role but have some doubts about whether it's the right fit for you, send us your application – if your profile fits the role's criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.