Chloe Williams

I have worked at AXA and currently with BUPA doing medical insurance advisor since April 2024, both jobs have included the same roles and responsibilities.

• Inbound & outbound calling members
• Arranging appointments
• Authorising consultations & procedures to go ahead
• Communicating with hospitals & consultants
• Diary bookings
• Confirming payments with members
• Analysing invoices from hospitals
• Processing letters & emails for members.
• Sending SMS to confirm details for appointments
• Sending emails to hospitals and members with important information and to process data into systems to allow correct billing information.
• Home Working
• Hitting targets / KPI

Being a support worker in the organisation Wales Nation Of Sanctuary - Ukraine has been a whirlwind of an experience, it has required very high quality skills and can be very stressful when on calls and sometimes can be emotional in many cases.

• inbound and outbound calls, the two different services involve different qualities and different tasks you need to complete.
• Following processes alongside welsh government and being able to learn very quickly.
• Making sure you give correct advice on calls such as what documentation is needed to allow them into the UK.
• Following. GDPR & Data protection rulings
• Using translation services to speak with Ukraine refugees on calls & emails.
• Communication skills as there was a language barrier and very complex calls, staying professional when taking upsetting and distressing calls.
• Sending emails to citizens and organisations also keeping contact with airports or ports for important information which allows us to update data bases and Welsh government.
• Using CRM software to log data for welsh government to update records to keep files updated alongside the home office.

Working in a environment based around a global pandemic was something very new to me but was an amazing opportunity to grow and learn as a person.

• Giving correct medical advice and following a very strict process to make sure the advice you was giving to people in the public was supported by the current rules around COVID as it changed a lot.
• Learning to use different software on Laptops and making sure private information was input into the system correctly.
• Meeting targets
• following the GDPR in a medical based work environment was really important as it was private and confidential information.
• Supporting vulnerable people and members of the public, ensuring people was getting correct support in such hard times.