Medical Specialist

Who We Are Looking ForAs a Medical Client Service Specialist you will leverage your medical assistance case management experience to professionally support our travelling and domestic populations. You will be responsible for managing all ongoing and complex cases through to completion including but not limited to outpatient inpatient medical transportation cases including air ambulance and commercial repatriations repatriation of mortal remains and billing to your role is professional efficient service delivery and the ability to systematically work through cases to completion supporting effective management of case volumes and You Will Work OnManaging all elements of ongoing and complex cases through to completion including: outpatient inpatient medical transportation cases including air ambulance and commercial repatriations repatriation of mortal remains high-cost cases vulnerable cases and billing casesDelivering professional medical and network-led Medical Assistance services in line with client Standard Operating Procedures (SOPS) and protocolsWorking closely with the Global Operations Coordinators in line with First Call Desk (FCD) SOPsWork systematically through cases to completion to support case volumes and activityEnsure all billing and finance elements are complete including authorization of expenses and invoice settlementSupport with inbound calls and Global Operations Coordinator activities in line with business needs Be an ambassador for operational excellenceCommunicate professionally employing excellent listening skills Setting clear customer expectations: Clear timelines for next steps meeting agreed customer update timings and handholding the customer through their journey with usProviding suitable alternatives and direction to clients to help resolve their problemsAccurately maintaining the information recorded on the case management systemAdhering to telephony and case handling Service Level Agreements Referring cases outside own level of authority through the correct escalation processProviding regular updates promptly to operational management on high-profile and cost cases highlighting high-risk (medically or reputational) cases to your line managerCollaborate effectively with the Medical Global Network Claims and Finance teams for positive case outcomes Be responsive and empathetic to the needs of our customers clients and colleaguesProvide day-to-day support and guidance to new front-line staff and Medical Specialists ensuring consistency competence & efficiency in medical-related response handling and operational tasksSupport the training coaching and mentoring of new startersWho You Will Work With Additionally you will work closely with the Global Operations Coordinators (GOC) and in line with operational SOPs deliver seamless assistance services. You will further support the activities of the Global Operations Coordinators including inbound calls and inbox management according to business You Will BringPrevious demonstrated experience working as a Medical Assistance Coordinator/ Global Operations Coordinator managing all case types effectively. Meeting/ exceeding all expectations of the roleAbility to work well under pressure in a fast-paced environment whilst supporting othersDemonstrated ability to take ownership of problems and resolve themEffective time management and the ability to prioritize workloadExcellent communication skills verbal written and interpersonal in both German and EnglishCollaborative approach to role and service deliveryCan-do will-do attitudeFluency in a third language including a European or Asian language is an asset but not essential