EAP Night Telephone Counsellor/Clinical Administrator

Job Description:

Night Telephone Counsellor – BACP registered or equivalent

Remote – home-based (UK Only)

Up to £28,500 FTE (Shift allowances on top of base salary)

21 hours per week

Working night shifts from 12am to 7:30am . Friday, Saturday and Sunday

Full training provided, 3 -4 weeks required for induction

A bit about us

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

Our purpose has never been more important than during Covid-19. Our approach to keeping our people, customers, visitors and patients safe is clinically led and in line with public health guidance. 

We’ve implemented effective remote working/interviewing and safety measures across all our offices, care homes and clinical locations and we will continue to review our operating practices as the situation changes. 

This role is a wonderful opportunity to really make a difference to people’s lives. You’ll deliver the EAP (Employee Assistance Programme) service to Bupa clients in accordance with Bupa policies and procedures.

What you'll be doing

• Answering EAP inbound calls and providing immediate counselling support to callers (not contracted counselling)
• Assessing client’s well-being needs using structured mental health assessments to make evidence-based therapy recommendations and to signpost for further support on a wide range of issues
• Assessing and managing risk to client and others as required
• Working in adherence to professional standards and compliance with regulatory framework
• Completion of a range of clinical administrative tasks such as:
  • Contacting company gatekeepers via email to request funding authorisation for specialist treatments
  • Facilitating therapy referrals into third-party suppliers
  • Processing management referral requests
  • Overseeing the management of various EAP queues and workstreams
  • Processing Individual Rights Requests
  • Absence management logging

The EAP service operates 24 hours a day, 7 days a week with Night Counsellors covering the hours from 12am to 7:30am.

Who we’re looking for?

• Recognised Counselling diploma qualification (Level 4) or higher
• BACP or equivalent registration is essential; working towards accreditation is preferred – Individual or Student Membership is not sufficient
• Rich and varied experience of Counselling different sectors of and clients in society
• Preferably previous experience working on a similar in-bound telephone counselling service
• Flexible attitude to work the shifts required
• Strong IT skills – experienced using MS Teams, Skype and MS Office packages – this is a computer and phone-based role
• Strong clinical administration skills with good attention to detail
• Previous experience processing discharge data and subject access requests desirable but not essential

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers. 

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. As a Telephone Counsellor you’ll be eligible for: 

• 25 days holiday (pro-rata), increasing through length of service, with option to buy or sell 
• Bupa health insurance
• An enhanced pension plan and life assurance
• Annual performance-based bonus 
• Monthly supervision paid for
• Accreditation paid for
• Three-week induction provided on Bupa policies and procedures
• Regular monthly in-house CPD
• Onsite gyms or local discounts where no onsite gym available 
• Various other benefits and online discounts
• Career opportunities to move into other roles or other parts of Bupa

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.  

Whether you’ve found your feet or are discovering a new path.  

Welcome to a place that celebrates you.  

This isn’t where you've been.   

This is where you're going.  

This is what we have belief in. 

Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview to every disabled applicant who meets the minimum criteria for the role. We ensure fair treatment and offer reasonable adjustments as part of our recruitment process to anyone who needs them.

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