Customer Service - Emergency Services

Generali Global Assistance•Pembroke Pines, FL

1d•Hybrid

About The Position

The role of Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints.

Requirements

Experience in handling high volume of interactions including call and email volumes.
Advanced computer literacy and internet research skills.
Ability to work in fast-paced environment, great prioritization, and time management skills.
Professional and positive interaction with clients, patients, providers, and colleagues.
Must represent the organization in a professional and knowledgeable manner.
Insurance benefits administration (Travel/Health insurance).
Minimum one year experience working within the healthcare or insurance industry.
Geographical awareness.
MS Office (Word, Excel, PowerPoint, and Outlook).

Nice To Haves

Customer Service experience in (medical) assistance preferred.
Basic medical terminology: knowledge of US/International healthcare systems.
Excellent verbal and written communication skills; fluent English required.
Spanish preferred.
Multilingual (i.e., Spanish, German, French, Japanese).

Responsibilities

Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers.
Adhere to quality, availability, and productivity expectations to ensure individual and departmental success.
Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.
Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.
Follow all established GMMI Client Specific Procedures and Standard Operating Procedures.
Responsible for daily work and timely follow-up on active cases assigned.
Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts.
Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.
Handle Protected Health Information in accordance with HIPAA/Information Security requirements.
Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime.
Understand business concepts including, but not limited to cost containment practices, logistics planning, case flows and claims processing cycles.
Participate in individual, group and client training, complete mandatory company training within deadlines.
Manages personal email inbox to stay informed of company and departmental updates.
Any additional tasks assigned by management.

Benefits

Generous Employer contribution for health, dental, and vision insurance
Paid Maternity and Paternity Leave
Scholarship Program for Employee Dependents
Company match on 401k
Employee Assistance Program (EAP)
Company paid short-term and long-term disability insurance
Company paid life insurance
Voluntary Pet Insurance
Voluntary Legal Benefit
Discounts on travel insurance
Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)