Global Operations Coordinator

What We Are Looking ForCrisis24 provides 24/7 medical and security assistance to business and leisure travelers and expatriates across the world supporting our clients to manage the risk to their global travelling populations and domestic 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 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 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 travelers 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 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 : Annapolis MD Hybrid (both inoffice and remote work)What You Will Work OnManaging all contact into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but 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 telephone 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 integrity of data captured Seamlessly triaging calls and interface 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 undertakenSupporting 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 Officer What You Will BringProfessional 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 multi-taskEffective time management and abilityprioritizeworkloadSolid understanding of Crisis24 suite of service offerings and how we deliver them or ability to acquire understanding Previous experience working in Medical and Security Assistance Insurance contact center or customer service is preferredFluency in another European/ Asian language an asset but not essentialWorking PatternThis role requires working staggered shifts on a rotating monthly ScheduleTraining lasts 7 weeksHours: 7:00 AM 4:00 PM ESTTraining requires a hybrid schedule (both inoffice and remote work)Shift Schedules (PostTraining)Shift assignments rotate and vary by / Winter Operating Hours: 7:00 AM 7:00 PM7:00 AM 4:00 PM9:00 AM 6:00 PM10:00 AM 7:00 PMSpring / Summer Operating Hours: 7:00 AM 8:00 PM7:00 AM 4:00 PM9:00 AM 6:00 PM11:00 AM 8:00 PMHourly Rate Ranging: $25.00 - $27.00 - Overtime eligible.