If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on..
We are recruiting an Assistance Coordinator to join our Healix Government (HMG) Contract team, based in Esher. We are looking for a candidate with good customer service skills.
Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.
As a result we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.
We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.

In this 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.
• Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.

REQUIRED SKILLS AND EXPERIENCE

We are looking for a candidate who has:

• Previous experience working in a telephone based or face to face customer service role (desired).
• The ability to be responsive and empathetic to the needs of others and offer effective solutions.
• The ability to communicate professionally, employing excellent listening skills.
• Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
• The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
• Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
• A positive and can-do approach to all tasks.
• The ability to work calmly under pressure.
• The ability to fulfil the requirements of being on 7-day rota.

Foreign language skills are not required but are an advantage.

KEY ACTIVITIES AND RESPONSIBILITIES

• Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
• 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. .
• 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.
• Monitor on-going cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.
• Prioritise workload appropriately ensuring that the most urgent cases are actioned in a timely manner.
• Provide repatriation support working in conjunction with the medical team to ensure that travel is safe, cost effective and well organised.
• Liaise with HMG clients so that costs, wider welfare issues, and case escalation are properly handled. Ensure cost comparisons are accurate and comprehensive.
• When applicable, escalate urgent matters to Senior Coordinators and Operations Managers as appropriate.
• Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, 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.

In this 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.
• Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix