Team – Provider Operations
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 40 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:
-
Clear, confident communicator
- Sharp attention to detail
- Strong technical admin skills (systems, data, processes)
What this role is all about:
The Provider Operations Co-ordinator provides professional, efficient, courteous, and accurate front-line telephone and administration service to all Healthcare Providers, working independently and to standard procedures. The Provider Operations Team supports Vitality’s Healthcare Providers and assists in the first contact resolution of their queries.
This role involves a high level of technical expertise across all areas of the business and building positive relationships with Healthcare Providers. The role includes assisting the other provider teams with the implementation of the management strategy, effectively managing professional costs. This is to ensure VitalityHealth members have access to high quality, affordable healthcare.
The post holder will provide a high-quality administration service within the team, whilst being able to work under their own initiative. You will have the ability to work effectively with a variety of teams and stakeholders across the Clinical Operations Division and the wider business.
Key Actions
- Reports to the Provider Operations Team Manager
- Works collaboratively with team members
- First point of contact for Healthcare Provider queries
- Knowledge of medical terminology and healthcare procedures
- Strong negotiation skills
- Able to meet required quality standards across phone and email
- Understands processes across relevant areas of the business
- Acts proactively on process concerns
- May undertake limited travel (Stockport/Bournemouth/London)
- Maintains up‑to‑date skills and knowledge
Key Outputs
- Deliver professional, efficient and accurate customer service
- Maintain a high-quality administration function
- Achieve productivity and quality targets
- Demonstrate consistent attention to detail
- Resolve Healthcare Provider queries or escalate appropriately
- Ensure smooth day‑to‑day departmental operations
- Assist with the management of specialist and policyholder complaints
- Use own initiative while contributing effectively within a team
- Support EDI billing and BACs payment adoption
- Act as point of contact for provider recognition and resolve related issues
- Assist with registering new Healthcare Providers in line with criteria
- Assist business retention with positive, commercially aware interactions
- Relay customer feedback and highlight process improvements
- Assist in producing newsletters, mailshots, and provider guides
- Action enquiries efficiently from all sources
- Contribute to continuous process improvement & ad-hoc project work
- Conduct audits and provide feedback
Regulatory Responsibilities
- Understand and comply with all relevant rules, regulations, and legislation
- Act with integrity, skill, care and diligence
- Treat customers fairly
- Ensure all communications are clear, fair and not misleading
- Complete relevant internal training
- Identify and escalate risks via line manager
- Report issues or system/process failures that impact customers
What do you need to thrive?
- Previous experience in a customer facing role
- PC literate with good knowledge of Word and Excel
- Ability to work under pressure and manage own time
- Ability to build relationships with healthcare providers and other stakeholders
- Politically agile with ability to manage conflict
- Able to deliver in changing environments
So, what’s in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:
- Help you to be the healthiest you’ve ever been
- Create an environment that embraces you as you are and enables you to be your best self
- Give you flexibility on how, where and when you work
- Help you advance your career by playing you to your strengths
- Give you a voice to help our business grow and make Vitality a great place to be
- Give you the space to try, fail and learn
- Provide a healthy balance of challenge and support
- Recognise and reward you with a competitive salary and amazing benefits
- Be there for you when you need us
- Provide opportunities for you to be a force for good in society
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.