Customer Service Advisor – Pre‑authorisation

About the role

Bupa Global is seeking a Customer Service Advisor to handle pre‑authorisation requests for medical treatment. Based in Hong Kong, you will work closely with members, healthcare providers and internal teams to ensure timely, accurate decisions that align with policy coverage.

Key responsibilities

• Assess and manage medical treatment pre‑authorisation requests received via phone and email.
• Review treatment details, provider information and policy coverage against established guidelines.
• Prioritise cases based on urgency, customer needs and service requirements.
• Collaborate with clinical colleagues on complex cases and escalate when specialist review is needed.
• Provide empathetic support to customers and providers, handling enquiries, concerns and appeals.
• Maintain accurate records and contribute to continuous improvement of service quality and operational efficiency.

Required profile

• Hold, or be eligible to obtain within three months, an Insurance Agent Licence from the Hong Kong Insurance Authority (HKIA).
• Recent graduates are welcome to apply.
• Strong communication skills, empathy and professionalism, especially in stressful or urgent situations.
• Ability to work a 5‑day week (Monday‑Friday) with standard office hours.

Required skills

What we offer

• Permanent full‑time position with onsite work in Hong Kong.
• 5‑day work week (9:00 am‑6:00 pm or 9:30 am‑6:30 pm).
• Comprehensive training covering health‑insurance knowledge, medical terminology and customer communication.
• Opportunity to develop expertise in international health‑insurance services.