Senior Assistance Coordinator

Position: Senior Assistance Coordinator (Permanent)
Location: Elmbridge

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.

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
Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need.

If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no…