If you have great customer service skills and are looking for a role where no two days are the same, then please read on.
We are recruiting an Assistance Coordinator to join our Healix Government (HMG) Contract team, based in Esher.
About The Role
The main purpose is to provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
Key activities and responsibilities include:
1. Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
2. Ensure written communication is accurate, concise, and relevant, and that actions and notes in the Case Management System are easy to follow and show a clear plan.
3. Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
4. Monitor ongoing cases, taking into account the medical team’s case direction to ensure appropriate support is provided.
5. Provide repatriation support working in conjunction with the medical team to ensure travel is safe, cost-effective, and well-organized.
6. Liaise with HMG clients to ensure costs, wider welfare issues, and case escalation are properly handled.
7. Escalate urgent matters to Senior Coordinators and Operations Managers as appropriate.
8. Share experience, knowledge, and expertise with colleagues to ensure the best service is delivered at all times.
The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.
Required Skills and Experience
We are looking for a candidate who has:
1. Previous experience working in a telephone-based or face-to-face customer service role (desired).
2. The ability to be responsive and empathetic to the needs of others and offer effective solutions.
3. Excellent written and verbal skills and empathetic listening skills, able to speak and write English to a native level.
4. The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
5. Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
6. A positive and can-do approach to all tasks.
7. The ability to work calmly under pressure.
8. The ability to fulfil the requirements of being on a 7-day rota.
9. Foreign language skills are not required but are an advantage.
Company Culture
We focus on ensuring our highly trained specialists have the space and time they need to be effective. Our clients have thousands of employees and customers, so they need a business big enough to handle any situation, yet personal enough to care.
We want to nurture a friendly and dynamic company culture to continue attracting diverse talent with world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
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