Senior Assistance Coordinator

at  Healix International

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.

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.