Senior Assistance Coordinator

Healix Group; Esher; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading healthcare solutions provider in Esher, UK, is looking for a Senior Assistance Coordinator to enhance their International Medical Assistance team. The role involves providing first line support and this will appeal to candidates with a proactive nature and excellent communication skills. You will manage travel and medical assistance requests, ensuring a timely, customer-focused response. The ideal candidate will possess at least 12 months of relevant experience, geographical knowledge, and a compassionate, can-do attitude.

Qualifications

• Minimum of 12 months experience in an Assistance Coordinator or similar role.
• Excellent written and verbal English skills to a native standard.
• Good geographical knowledge for effective decision making.

Responsibilities

• Provide first line support and guidance to the team.
• Handle calls with empathy and customer focus.
• Create and manage case files accurately.

Skills

Excellent written and verbal communication skills

Team work

Good geographical knowledge

Calm under pressure

Empathy and responsiveness

Job description

Senior Assistance Coordinator

We are recruiting a Senior Assistance Coordinators to join our International Medical Assistance team based in Esher, UK.

Reporting to the Team Leader, the Senior Coordinator will be responsible for providing a proactive, professional and timely response to requests for travel and medical assistance by delivering cost effective and customer focused solutions.

The Senior Assistance Coordinator will be required to provide first line support to the team, act as a point of escalation and take ownership of escalated issues, notify the management team of any potential problems and deputise for the Team Leader in their absence.

Our ideal candidate will:

• Have a minimum of 12 months experience working in an Assistance Coordinator or similar role is essential.
• Have excellent written and verbal communication skills.
• Have good geographical knowledge.
• Have knowledge and experience of working within the travel insurance arena is an advantage.
• Be positive and have a can-do approach to all tasks.
• Work calmly under pressure.
• Build positive relationships with their team, managers, clients and peers.
• Be responsive and empathetic to the needs of others.

Additional foreign language skills are an advantage.

About the role

Key activities/main duties:

• Provide first line support and guidance to the team.
• Deputise in the absence of the Team Leader and act as shift lead as required.
• Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
• Create case files capturing all relevant information accurately and provide a synopsis of each situation and deal with all administrative tasks through to full case closure.
• Provide advice to customers and assist them through the insurance claim process.
• Confirm insurance eligibility of each claimant and ensure all data is captured accurately.
• Notify the client/claims handler/underwriter of all cases where applicable.
• Ensure accurate reserves and costs are added to all case files.
• Obtain information from 3rd parties in order to expedite the claims assessment process.
• Communicate with all parties on a regular basis and monitor all aspects of the assistance to help facilitate case progression.
• Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.

About the company

All around the world, Healix safeguards people's health and wellbeing.

Required Criteria

• Excellent written and verbal communication skills
• Team work
• Good geographical knowledge
• Early, middle and late shifts, Monday to Sunday, including Bank Holidays
• English language, both verbal and written, to a native standard
• Ability to commute to the Esher office

Desired Criteria

• Additional foreign languages
• Experience of working within the travel insurance business