Harry Roberts

2023-03 - Current

Root Cause Analyst

Bupa Health Insurance, Manchester

• Comfortable using a Six-Sigma DMAIC methodology; produced 10 + Root Cause Analysis (RCA) reports associated with complaint volumes which have been shared with varying business areas (including UKI Operations, QA, Customer Relations, Bupa Global & Dental).
• Use of multiple MI and data sources to establish higher level trend trends.
• Experience using RCA tailored software Causelink; comfortable with Excel VLOOKUPS and pivots; experience mapping out processes using Draw.io
• Inspection roles in assessing Bright Idea change submissions and NPS survey submissions via Medallia.
• Completion of industry standard RCA training - Sologic RCA Analyst Level 1.

• Prepared variety of different written communications, reports and documents for performance improvement plans, absence hearings and 1 to 1's
• Carried out day-to-day management of team accurately and efficiently - maintained on target productivity and Quality Assurances scores
• Case closure analysis through Respond and Excel
• Established formal alignment within BINS products (UKI and BG Customer relations processes)
• Maintained consistent 100% productivity and 90% + QA team score
• Provided primary customer support to internal and external customers

• Working temporarily with the Bupa Global complaints team to reduce complaint queue
• Closing 3 cases per week. Significantly reduced overall BG complaint queue
• Working complaints from multiple regulators, Global Service Partners and resolving complex global cases

• Involved supporting all areas of business – sales, frontline, underwriting, corporate – in closing complaints within first 4 working days
• Training and managing 5 + PCC advisers to close younger complaints
• Training in UK bereavement process. Involved contacting executors, solicitors and credit control to arrange credits
• Responding to queries sent to main UK Customer Relation’s mailbox

• Writing full written responses to member’s complaints. Resolving complaints to strict deadlines and high degree of accuracy. Resolving and processing customer complaints according to strict departmental deadlines, whilst prioritizing ones workload
• Resolving complaints to FCA (Financial Conduct Authority) and FOS (Financial Ombudsman Service) guidelines
• Dealing with complaints from all areas of business (including sales, customer service, travel, underwriting, corporate, internal medical practitioners, providers and brokers). Issues around data protection, service, policy and financial matters
• Consistent closure of 10 cases per week and 80% + QA score

• Claims handling – consultations, diagnostics, physiotherapy, pre and post-surgery and full financial advise
• Assessing eligibility of claims and reports. This included denying treatment to members and confirming Bupa's rationale (i.e. non-funding for chronic
conditions, cosmetic procedures or experimental treatment)
• Taking on coaching responsibilities to newer members of staff, including quality
checks and completing observing-to-standard forms.
• Specialty in Bupa’s musculoskeletal team, including offering members alternative forms of non-invasive treatment

• Call Handler for Jordan Media, a small business who operated gift-card facility for Costa, Tesco, Asda and Pizza Express
• Role demanded accuracy in dealing with high volume of calls. In addition, there was clear focus on customer outcome