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Medical Assistance Coordinators - Sussex, Brighton, BN1 1

We are looking for Medical Assistance Coordinators to provide emergency medical and/or travel assistance to Corporate clients at night, to include pre-travel advice and concierge; responsible for managing the case lifecycle whilst ensuring the delivery superior customer service and meeting defined SLA's and service standards; to provide emergency medical and/or travel assistance to Leisure clients as above; to assist with the claims management process.

Customer Service & Case Management
• Delivers agreed Key Performance Indicators (KPI's) to achieve business objectives, including call answer rate, productivity & quality targets to ensure defined Service Level Agreements (SLA's) are met
• Proactively control & direct the communication strategy to streamline the case management process and deliver efficient and superior customer service, this will include varying communication methods e.g. outbound calling, email and SMS
• Uses the Liberty with accuracy to effectively manage all aspects of the case lifecycle, including case notification, verification, setting & monitoring reserves, High Cost Notification (HCN) process, co-ordinates local & global medical professionals, task reassignment & case handover and case closure
• Adapts to the customers situation and their needs to deliver superior customer service, this may include using empathy, handling crisis or grief, co-ordination of travel arrangements (potentially involving multiple suppliers), liaising with relatives & providers, taking ownership & responsibility of situations, problems, etc.
• Complaints & Compliments logging
• Proactively handles calls to reduce complaints & increase compliments ensuring complaints are resolved at the informal stage or escalated and all are logged appropriately
• Action first claims notifications and carry out basic claims assessment
• Carry out your responsibilities and achieve your objectives within the framework of Travel Guard's Level 2 Statements of Operational Standards, in particular: Claims Handling (including adherence to the principles of TCF), Complaint Handling, Economic Sanctions, Fraud Management, Data Privacy and any other relevant policy and procedure.

• Delivers accurate written and clear verbal communication to all levels of seniority within the business, as well as external stakeholders, including clients, supplier/providers, global centres & OSP's as defined in the Communication Strategy
• Contributes to effective day-to-day communication within the team, including team meetings/huddles and provides support or guidance to peers
• Collaborates with peers to ensure effective handover and/or feedback to deliver 24/7 coverage
• Escalates issues, risks, ideas/suggestions to Team Leaders/Team Leader Designates as needed to ensure business effectiveness and processes continue to be fit for purpose

Team Work & Culture
• Contributes to a dynamic team working culture and is proud to support our business strategy and vision
• Actively supports the collaborative environment of continual improvement to ensure business goals are delivered throughout Travel Guard EMEA, this may include undertaking new responsibilities as required
• Participates in open, 2-way communication to ensure positive & effective working relationships, this includes Staff Engagement Committee, Employee Satisfaction Survey and developing global relationships
• Attends ongoing learning & development initiatives to ensure knowledge remains up to date, demonstrates commitment to personal development and growth that allows you to excel in all areas of your role.

Job Requirements:

• Must have Native French and fluent English languages
• Must have experience of working to targets and can demonstrate progress towards meeting or exceeding goals
• Can demonstrate ability to change direction quickly, manage multiple priorities, have strong organisation and time management skills ensuring close attention to detail
• Is self-managed and motivated, this includes maintaining energy, momentum & a productive work culture, has a proactive/'can-do' attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure, Ability to tailor communication approach appropriate to the situation to ensure the most desirable outcome
• Takes ownership for personal growth, this includes being open & responsive to feedback, being self-aware, self-reflective, displaying personal initiative and ensuring industry knowledge is kept up to date
• Must have the flexibility to work a fixed shift pattern, including occasional Bank Holidays, evenings and weekends (to cover day shift absences)
• Ability to show occasional flexibility to attend training/meetings outside set shift pattern
• Experience of working in an environment of superior customer service
• Must work with integrity, take ownership, responsibility and pride in their work that represents role model behaviour
• Awareness of the insurance market
• Computer literate with knowledge of Microsoft Office applications

The successful candidate will be required to work night shifts between 7pm - 7am on a rolling 4-days on 4-days off shift pattern, to include Public Holidays.

It should be noted that induction training for this role will be delivered during daytime hours, before moving to the standard operational hours Link megjelenítése" width="0" height="0" />
Munkavégzés helye Sussex
Kategória Külföldi munka
Régió Külföld
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