Medical Assistance Coordinator

Who We Are Looking For

What You Will Work On

• Managing all elements of Medical and Security Assistance/Emergency Response service delivery professionally and in line with company procedures.
• Key responsibilities include (but not limited to): Inbound & outbound call handling, email handling, case management, diary management.
• Acting as an ambassador for excellent customer service delivery.
• Adhering to telephony and case handling Service Level Agreements.
• Logging relevant details on the case management system ensuring calls are handled appropriately, within policy and process.
• Referring cases outside own level of authority through the correct escalation process.
• Adhere to set policies and procedures.
• Informing and updating the relevant clients in line with policy.
• Providing regular updates in a timely manner to operational management on high profile and cost cases, highlighting high risk (medical, security or reputational) cases to your line manager.
• Providing suitable alternatives and directions to clients to help resolve their problem.
• Accurately maintaining the information recorded on the case management system.
• Setting clear customer expectations: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us.
• Provide a high level of quality through your service delivery.
• Be responsive and empathetic to the needs of colleagues and clients.
• Communicate professionally, employing excellent listening skills.  
• Build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.

Who You Will Work With  

In this role, you will interact with your peers within our global team of medical and security assistance coordinators and coordinate cases with our global medical and security teams. You will also interact with our network team to assist clients in delivering services. You will report to the Operations Manager.

What You Will Bring  

• The ability to stay calm and work well under pressure in a busy and fast paced environment.
• The ability to multitask and manage various activities.
• Effective time management and the ability to prioritize workload.
• Excellent English communication skills – both verbal and written. 
• Fluency in French or German will be a significant advantage in supporting European client base.
• Empathy towards customers facing health/security situations overseas, clients and colleagues.
• The ability to take ownership of problems and resolve them. 

Benefits

• The annual leave year runs fro m 1 January to 31 December. Your paid annual leave entitlement will be 25 days per annum.
• Group Life Assurance effective upon commencement of employment. Death in Service pays out at 4x base salary.
• Employee Assistance Program effective upon commencement of employment. Full details will be provided after joining the company.
• A Discretionary Bonus Scheme, effective in the year following your employment, and based on company performance in the previous fiscal year.
• Group Pension Scheme, to which you will be automatically enrolled from the beginning of the third month following start date:
  • We will match your contributions up to 5%. The minimum contribution you can make to the scheme is 4%.
  • You will be entitled to opt out should you wish.