Global Operations Coordinator

Who We Are Looking ForCrisis24 is widely regarded as the leading integrated risk management crisis response consulting and global protective solutions firm and has recently expanded its operations with Medical Assistance added to its Integrated Risk Management portfolio of services. With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice 24/7 medical assistance and proactive case management to medical evacuation and repatriation services through medical service solutions dedicated to customers a truly combined medical and security risk management industry 24 provides 24/7 medical and security assistance to business and leisure travellers as well as expatriates worldwide supporting our clients in managing the risks to their global travelling populations and domestic workforcesAs a Global Operations Coordinator (GOC) you are part of the Global Operations Coordinator first-call capability in a fast-paced environment handling all inbound contact from our customers clients and stakeholders including calls and emails. You are the first point of contact and face of Crisis24 responsible for professionally and efficiently assisting those who contact usTo be successful in this critical frontline role you must be able to work professionally under pressure enjoy engaging with callers and be empathetic be able to multitask adhere to policies procedures and protocols and work systematically and effectivelyThe Global Operations Coordinator supports operational excellence and efficiencies by capturing managing and closing new cases and calls enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case managementWhat You Will Work OnManaging all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but are not limited to): Inbound and outbound call handling and triage email handling case management customer client and stakeholder liaisonAs the initial face of Crisis24 you are an ambassador for professional customer service delivery and operational excellence Adhering to telephony email and case handling Service Level Agreements Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately adhering to client SOPs (Standard Operating Processes) and first call protocols and ensuring the integrity of data capturedSeamlessly triaging calls and interfacing with other teams including Medical Operations Specialists Security Operations Specialists Claims and internal and external stakeholdersOpening and managing queries Pre-Trip and Travel Assistance Medical Advice and Referral and Outpatient cases as far forward to closure escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management Monitoring and managing the 24/7 email inboxManaging claims and billing queries (calls and emails)Updating dedicated client SOPs and returning to the client/account managerPrepares case management reports for clients to document actions undertakenPrepares monthly reports for clients to be sent by the 10th business day of each monthSupporting efficiencies by closing all suitable Global Operations Coordinator cases on the daySupporting case management and closure on the Medical Specialist teams agendaBe responsive and empathetic to the needs of clients customers and colleaguesTakes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security OfficerWho You Will Work WithYou will work as part of a team in a fast-paced environment handling inbound and outbound calls and emails as well as managing case work. The role involves a high level of contact with travellers and expatriates often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms business continuity escalations safety-related incidents data-related incidents to pre-trip medical and travel advice booking a GP appointment claims advice and billing queries through to a request for evacuation or You Will Bring Professional communication skills- verbal written and interpersonalEnjoys engaging with people taking inbound calls making outbound calls and is empatheticAbility to work well under pressure in a fast-paced environment and multitaskEffective time management and the ability to prioritise workloadSolid understanding of the Crisis24 suite of service offerings and how we deliver them or the ability to acquire understandingPrevious experience working in Medical and Security Assistance Insurance contact centre or customer service Fluency in another European/ Asian language is an asset but not essential