Assistance Coordinator
Assistance Coordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This position is responsible for providing medical and nonmedical assistance services to
travelers outside his/her home as outlined in the policy guidelines. This consists primarily of
fielding and managing requests via inbound phone calls and emails.
Role and Responsibilities
- Field questions through inbound calls and emails while reviewing information across multiple systems
- Perform immediate after call work to document in case & claim management systems outreach to different entities interpret & apply insurance benefits manually add all applicable service fees and update all parties involved
- Utilize critical thinking & problem solving to assist members in complex situations
- Excel in customer service by displaying empathy attentiveness and eagerness to the member & situation at hand
- Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations
- Work with internal and external clients to identify and resolve client member and provider issues while utilizing proper escalation channels
- Learn about and assist with coordinating care and complex transportations to evacuate members needing a higher level of care including repatriations for medical necessity and mortal remains
Major Challenge
This role requires agents to balance a large workload with a high volume of inbound calls & emails to provide assistance to callers in high stress and time sensitive situations (including medical emergencies) and maintain clear communication with a variety of clients. Agents will need to anticipate next steps and be proactive in finding the most suitable solution.
By joining AXA Partners you will work in a responsible company which offers a real culture of expertis. Our focus is on accelerating the development of everyones skills whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally at AXA we work to make a real difference to people when amazing things happen and when we create opportunities for a better life the feeling of pride is extraordinary.
Our mission:Empower people to live a better life.
Our values: Customer First Courage Integrity and One AXA.
Education Experience and Knowledge / Skills / Abilities
Minimum Education Requirements:Associates degree (A. A.) or equivalent from twoyear College or technical school; or six
months to one year related experience and/or training; or equivalent combination of educationand experience.
Qualifications:
Knowledge Skills and Abilities
- Basic knowledge of geography as well as a respect for a diversity of cultures languages and people.
- Strong stress management skills and ability to multitask in a fastpaced environment.
- Professional level written and oral communication skills.
- Positive demeanor and enthusiasm to deliver service excellence.
Preferred Education Knowledge Skills and Abilities:
Bachelors Degree in international studies foreign language business or related field preferred.
Conversational second language preferred.
Medical terminology or insurance certification
What We Offer:
At AXA Partners US were appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
Nightshift:
- Hourly salary: $21.65 USD 15% for nightshift
- Remote work environment from Illinois. (Training is held during dayshift)
- Working 4 days (nights) a week
Dayshift:
- Hourly salary: $21.65 USD
- Hybrid work environment. (2 days a week from the office)
- Working 5 days a week
Both Shifts:
- Monthly Company & Performance based discretionary Bonus
- 20 days Annual Leave (rising to 25 days based on length of service)
- 8 Paid Company Holidays
- Medical Dental Vision and Life Insurance
- HSA FSA and HRA available Employer Contribution
- 401(k) Pension Plan & Employer match
- Paid Parental Leave
- Education Reimbursement
Join a company that helps protect the forests! At AXA Partners we plant a tree for every new recruit (with a permanent contract).
Learn more about the Reforest Program here
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services travel insurance and credit protection.
AXA Partners role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise we design and deliver worldwide solutions for partners and communities. We protect what matters when it matters.
Required Experience:
IC
Employment Type
Full-Time
