Customer Service Coordinator

6 months ago

Esher, United Kingdom Healix Full time

We are recruiting an **Assistance Coordinator** to join our **Healix Government (HMG) Contract team, based in Esher.**

Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.

As a result we have an impressive list of clients - ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.

In this role, the main purpose is to:

- Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
- Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

**Hours**:

- 4 days per week giving a week total of 36 hours
- full-time shift basis including weekends and in line with business requirements.
- The shift times vary between 8am and 10pm, with a 30 min lunch break.

**About The Role**

**KEY ACTIVITIES AND RESPONSIBILITIES**
- Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
- Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan..
- Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
- Monitor on-going cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.
- Prioritise workload appropriately ensuring that the most urgent cases are actioned in a timely manner.
- Provide repatriation support working in conjunction with the medical team to ensure that travel is safe, cost effective and well organised.
- Liaise with HMG clients so that costs, wider welfare issues, and case escalation are properly handled. Ensure cost comparisons are accurate and comprehensive.
- When applicable, escalate urgent matters to Senior Coordinators and Operations Managers as appropriate.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.

**REQUIRED SKILLS AND EXPERIENCE**
- Previous experience working in a telephone based or face to face customer service role (desired).
- The ability to be responsive and empathetic to the needs of others and offer effective solutions.
- The ability to communicate professionally, employing excellent listening skills.
- Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
- The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
- Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
- A positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to fulfil the requirements of being on 7-day rota.

Foreign language skills are not required but are an advantage.

**Required Criteria**
- Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
- Ability to commute to the Esher office
- English communication skills, both verbal and written, to native standard
- Problem solving, managing priorities and ability to cope working under pressure

**Desired Criteria**
- Foreign, European languages
- Previous experience in customer services, ideally in travel industry or in medical assistance

**Skills Needed**

**About The Company**

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs,

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