The purpose of this role is to effectively manage Travel Risk Management assistance cases from start to conclusion, including evacuations, repatriations and liaison with our security partners where required
You will be responsible for effectively and professionally managing assistance cases falling within their level of authority in line with service standards, and various applicable procedures and policy terms.
This will involve a high level of contact with both clients, often in difficult and sensitive circumstances, and external professional service providers based both in the UK and abroad.
They will require practical help and advice, and may be distressed or vulnerable, so will require support and reassurance at all times.
The nature of the work requires all role holders to be aware of and adhere to specific Data Protection and Confidentiality requirements.
Training will be provided; however Senior Assistance Coordinators will be required to maintain an up to date knowledge of the policies, procedures and schemes handled.
Key Responsibilities include :
Managing all cases from start to finish professionally and in line with the correct procedures.
Logging relevant details on the case management systems ensuring the calls are handled appropriately, within policy and process
Referring cases outside own level of authority upwards following the correct escalation process.
Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
Informing the relevant Claims Handler / underwriter is informed of all cases where relevant and in line with policy.
Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
Providing regular updates in a timely manner to operational management on high profile and cost cases, paying close attention to cases where press involvement is likely.
Identify the nature of the client’s problem through effective questioning and listening.
Providing suitable alternative information and direction to clients to help resolve their problem.
Accurately maintaining the information recorded on the case handling system.
Handling and resolving customer complaints in a manner which maximizes customer satisfaction, escalating where necessary.
Sharing experience, knowledge, and expertise with colleagues to ensure the best service is delivered at all times.
To assist and deputise for Team Managers in handling high cost / profile cases and keeping the operations management team underwriters fully informed.
To assist the Team managers in ensuring all staff are adhering to the correct policies, procedures, and administration.
Knowledge, Skills & Experience
Operational experience in Medical Assistance or Insurance industry
Personal commitment to customer service.
Performance driven and able to work with targets.
Calm and capable under pressure.
Assertive and confident in dealing with people at all levels. Builds strong inter-team relationships and is supportive of junior team members
Strong mentor and is supportive in developing skills of more junior members of staff.
Excellent negotiation skills with the ability to resolve disputes / solve problems.
PC skills - Word (essential), Outlook (essential), Excel (essential).
Good understanding of the Healthcare / Insurance market.
Ability to take ownership of and resolve problems and support others in doing so.
Demonstrate strong technical understanding of medical assistance protocols, processes, and procedures
Fluency in a second European language an asset but not essential
The Senior Assistance Coordinator will be required to work 37.5 hours per week, operational requirements may require flexibility in working hours and shift length.
Working hours will be rostered across 7 days a week, between the hours of 7am and 10 pm. Flexibility to work hours at the weekend and Bank Holidays is also required.
We operate a follow the sun model and our office in Sydney manage the cases between 10pm and 8am.