General Vacancies
International Medical Assistance Co-ordinator
Benefits Competitive Salary, Pension, Health Insurance, Life Insurance, Luncheon Vouchers and more, including excellent career development opportunities
Hours
35 hours a week on a full shift basis including weekends and nights in line with business requirements.
The Role
To provide first class medical assistance to our clients’ customers whilst they are on business or holiday outside the UK.
Using your excellent customer service skills you will be required to provide a proactive, effective and customer focused response to requests for medical assistance.
You will need to be confident in co-ordinating all aspects of assistance in a cost effective and thoughtful way in line with company procedures.
Main Duties
Telephone Assistance
- To provide the appropriate assistance to the customer using the correct resources to ensure that the require standard of service is delivered.
- To provide assistance in a timely and cost effective manner.
- To ensure that assistance is provided in line with specific procedures and guidelines as required by our clients.
- To ensure that assistances which are high cost or in the Third World are referred to a Supervisor or Manager at the earliest opportunity.
- To ensure that the Supervisor or Manager is informed of any service failure problem immediately.
- To keep the customer fully updated at all times and to strive to always exceed their expectations.
Cost Management
- To ensure that accurate reserves and costs are detailed on all assistance files.
- To ensure that cost containment providers are utilised as required by our clients.
- To ensure that the appropriate benefits are applied in terms of the relevant policy.
- To possess and develop a sense of commercial awareness.
File Administration
- To ensure that our clients are accurately updated on assistance cases within the required timeframe.
Essential Skills
- Good standard of general education.
- Excellent command of the English language together with fluency in one or two other European languages.
- Proven experience of providing quality customer service within a pressurised environment.
Desirable
- Cross cultural and commercial awareness.
Aptitude/Personality
- Empathy
- Lateral thinker
- Calm under pressure
- Committed
- Diplomatic
- Excellent listening skills
- Excellent communication skills
- Team player
- Flexible
- Adaptable to change
- Enthusiastic
- Patient
