Emergency Medical Assistance- Call HandlerAgent

Collinson Assistance Services provides call handling for assistance from holidaymakers and business travellers across the globe. The role of Operations Support Coordinator will be to support the operations team with administrative functions. The role holder will open all emailed cases and answer all calls from the first call queue within departmental service standards.

The nature of the work requires all role holders to be aware of and adhere to the GDPR & Data Protection Act Confidentiality requirements of the client and internal policies and procedures.

Main Responsibilities

• Opening all emailed cases and escalating to operations if further management required.
• Delivering an efficient and professional service for all cases following the correct procedures
• Effective maintenance and use of the call handling system.
• Verification of travel insurance policies including medical declarations recording and escalating as necessary.
• Referring cases outside own level of authority upwards following the correct escalation process.
• Delivering against agreed service standards by maintaining high levels of incident maintenance which includes accurate estimations of costs.
• Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
• Directing first calls appropriately to insurance claims handler or operations.
• Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
• Identify the nature of the clients problem through effective questioning and listening.
• Processing and analysing information in order to diagnose problems and asses the needs of the client.
• Where applicable referring clients to the main Operations Team Team Managers or Operation Managers for further support.
• Alternatively providing suitable information and direction to clients to help resolve their problem.
• Accurately maintaining the information recorded on the case handling system.
• Handling and resolving customer complaints in a manner which maximises customer satisfaction escalating where necessary.
• Delivering the service to agreed service levels and quality standards.
• Sharing experience knowledge and expertise with colleagues to ensure the best service is delivered at all times.
• Participating in and completing any other duties as appropriate and as required.

Job Requirement (Person Spec)

• Decision maker
• Effective time manager and a person who canprioritize
• Excellent communication skills both verbal and written
• Can do will do attitude.
• Focusedbehaviouralstyle compatible to theCollinson business ethos
• Ability to take ownership of problems and resolve them

Job Requirement (Skill Set)

• Medical Assistance or Insurance experience(ideal)
• Proven experience in a Claims/Customer service role (Phone based)
• Fluency in a second European language an asset but not essential

Key Contacts

• Medical Operations Team
• Team Managers
• Cost Containment Team
• Internal and External customers

Working Environment

Open plan contact centre. No smoking policy within the building

Working Pattern

The Operations Support Coordinator will be required to workbetween.5hours per week operational requirements may require flexibility in working hours and shift length.Working hours will berosteredacross 7 days a week 24 hours per day.Flexibility to work hours at the weekend and Bank Holidays is also required.