Global Response provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe.
Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.
With an experienced, multi-lingual team, in-house medical staff and a superb reputation within the travel insurance industry, Global Responseâ€™s award winning service will ensure that your policyholders and employees get the best possible care, whatever the situation and wherever they are.
Global Response is looking for a Case Administrator to join our team! The administrator's role is different day to day. Clients call in from all over the world needing our assistance -
whether they have been bitten by a monkey in Thailand or have a broken leg following a ski accident. Our administrators must be calm and organised, as you will be handling a situation with worried patients and families.
This is a very fast-paced, exciting role with the potential to progress through the company.
Duties and Responsibilities
To act as the first point of contact for incoming calls, faxes & emails, referring where necessary to the appropriate Case Manager
To set up new cases on the Case Management System (CMS), whether notified by telephone, fax or email
To verify policy issue, obtain medical screening information, send new claims notifications to the relevant parties, send medical information consent forms to overseas clinics and to obtain information from the policyholders GP relating to past medical history.
To act in a support and administration role as directed by Case Managers
To ensure all internal and external communications are dealt with in a professional, disciplined and courteous manner at all times
To deal with enquiries from GRâ€™s clients and relatives of the insured on case related matters in a prompt, courteous and professional manner
To ensure that any assistance given and costs incurred are provided within the terms and conditions of the travel insurance policy
To be familiar with the GR case management system (CMS) and to ensure that all information obtained during an assistance case is properly documented on this.
To be familiar with GRâ€™s published service standards and to ensure that any assistance provided is done so in accordance with these
To ensure that all telephone calls made and received and all emails and faxes sent and received are annotated on the CMS
To liaise with the GR medical department and to assist them in obtaining medical reports from overseas hospitals and to provide translation services where appropriate
To liaise with the GR medical department and assist them in obtaining past medical history on those patients whose condition indicates it is relevant
To ensure that, where possible, three quotations are obtained prior to engaging any outsourced provider
To bring to the attention of your Team Leader or the Operations Manager any failures or development opportunities regarding the case management and telephone system
To bring to the attention of your Team Leader or the Operations Manager any case that is likely to be contentious or that will potentially result in a serious complaint
To bring to the attention of your Team Leader or the Operations Manager any case that involves the press or a VIP.
To highlight any areas of concern to your team leader or the Operations Manager
To carry out any other tasks as agreed with your team leader or the Operations Manager
Knowledge Skills Abilities (requirements )
Fluent spoken and written English
Previous customer service experience (not necessarily in a related field)
Good oral and written communications skills, delivered in a clear and professional manner
Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.
The ability to work under pressure as part of a close knit team
Good organisational skills, in particular the ability to prioritise workload and use own initiative.
Bilingual is a plus!
On a shift basis and according to a rota including weekends and bank holidays, as follows :
Night shift 8.00pm - 8.00am (four nights on, four nights off)
Night Shift : Â£18,000 / annum
Global Response is committed to developing and maintaining working environments and practices, which ensure equality of opportunity in both the recruitment and advancement of staff.
Global Response works on behalf of FCA Regulated Companies and will therefore carry out background checks.
global-response.co.uk / careers.asp).