Client Services Specialist - Healthcare

• 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

• 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.

• 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.

• 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.

• 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

• 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.

Howden Group Holdings