Team - Vitality Care

Working Pattern

• Hybrid - 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week.

We are happy to discuss flexible working!

Top 3 Skills Needed for This Role

• Competent administrative accuracy
• Proven customer communication skills
• Strong team collaboration and multitasking capability

What This Role Is All About

The Complex Claims Administrator role sits within the Complex Care team and provides essential administrative support to case management activities across a range of specialist healthcare claims. The role plays a key part in delivering efficient service to patients, healthcare providers, and internal colleagues through accurate record management, communication support, and case administration. This is an excellent entry-level opportunity for someone looking to develop a career within Private Medical Insurance, with full training provided and exposure to a broad range of healthcare administration processes.

Key Actions

• Upload signed documents (DocuSigns) to our internal system
• Help prepare and send letters to patients (e.g., welcome letters, next steps)
• Keep records up to date and organized with Salesforce and other internal systems
• Triage (sort and forward) incoming emails to the right team members
• Answer incoming calls and take messages when needed for the Complex Claims area
• Make simple outbound calls to hospitals or consultants to follow up on information
• Respond to WhatsApp messages with guidance from the team
• Help and payment of NHS cash benefits and NHS-to-private patient transfers
• Follow up on reports for oncology cases (clinical reporting)
• Support with general patient and provider queries
• Assist with corporate pricing queries by gathering information
• Help process payments for fertility and gender-related treatments