Following Private Client by Bupa’s nomination for the Spear’s Private Client Service Award 2023, Private Client Service Manager Zoe Sherry explains what sets them apart from their field.
Congratulations for being nominated for the Spear’s 2023 Awards. What does it mean to have been nominated?
We’re delighted to have been nominated for the Private Client Service Award. It’s a testament to the excellent customer service we provide.
Our team of Lifecare Concierge Managers that come with Ultimate Global Health Plan proactively manage our clients’ health journey – helping them to keep on top of their health and wellbeing. This includes helping with routine healthcare appointments, to arranging wellness treatments when they travel, to sorting out emergency medical care.
We’re part of our customer’s wider support team. Just as you might have a team of people at home or in the office, we provide that extra support to keep on top of health and wellness.
What do you think distinguishes the approach you take to your work?
Our clients are extremely busy people and they need their health to be the absolute best it can. That’s why our team of Lifecare Concierge Managers are based around the world, including the UK and Hong Kong, and are allocated to a client in their country as a single point of contact.
We get to know our customers on a personal level so we can understand their family life, learn about any ongoing health conditions, as well as their preferences for local doctors and hospitals so we can build the very best service around their needs.
What makes you most proud of your career and your company?
Working for such a customer centric company gives you a real sense of purpose. Our team always strive to deliver first class customer service and support our customers when they need us the most, wherever they are in the world. It’s the most rewarding part for me.
What forces and trends do you think are driving your industry right now, and how do you think it will change in the future?
Customers increasingly want healthcare that’s convenient and accessible, but also expect to have it to be personalised. In recent years we’ve built more extensive and naturally more inclusive offerings, particularly in the area of women’s health where we cover maternity, menopause and fertility investigation. We’re now seeing strong demand for proactive and preventative wellbeing services to help people stay healthy and keep on top of issues when they crop up.
We also know that our extensive mental health support remains highly valued by customers and their families. The monumental shifts in home life and working practices following the pandemic have created unprecedented demand. We’re continuing to innovate to ensure the right support is available which supports early intervention strategies.
What do you think draws HNW clients to Private Client by Bupa?
A key focus is to keep clients as fit and healthy as possible, so the Lifecare Concierge Manager will keep on top of their client’s routine checks – things that can be time-consuming to arrange and easily fall down the priority list for HNW clients.
We aim to be proactive about our members’ healthcare and wellness. We can look into whether a client has had an eye test in the last year, for example, or needs a routine check-up. Often you need invoices and receipts and your insurance documents just to book these appointments. But with our service, the Lifecare Concierge Manager already has the full picture of their client, and we can get it done without the extra hassle.
What’s the best piece of advice you’ve been given?
To always put the customer at the heart of everything you do. This enables to you build strong meaningful relationships and become a valued part of their wider support team.
What would you personally hope to achieve in the future – for yourself or your company?
The continued growth of our Private Client portfolio, supporting our customers with a strong focus on continued health and wellbeing for them and their families.
Premium health insurance that goes beyond health cover
Private Client by Bupa emphasises a proactive and holistic approach to health and wellbeing. With an Ultimate Global Health Plan, customers have access to a range of preventive benefits which includes cryotherapy and health screenings. Customers can also utilise a range of wellness benefits, such as physiotherapy, acupuncture, reflexology, vitamin therapy, chiropractic cover, vaccinations and eye tests.
Private Client by Bupa offers premium private health insurance that goes beyond health cover. The Ultimate Global Health Plan provides a complete concierge service and award-winning medical cover at home or abroad provided by Bupa Global, with rich, proactive, preventive wellbeing benefits that are designed to be used.
For more information on Private Client by Bupa, visit bupaprivateclient.com or call 0371 346 0199.
Private Client by Bupa is a concierge service providing personalised health and wellbeing services for the Ultimate Global Health Plan insured by Bupa Global.
Calls may be recorded. Bupa Global is a trading name of Bupa Insurance Limited and Bupa Insurance Services Limited. Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Bupa Insurance Services Limited is authorised and regulated by the Financial Conduct Authority.
