Medical Assistance Coordinator, Esher, Part-time

**Location**

Esher, Surrey

**Salary**

£25,000 FTE

**Job Summary**

We are recruiting a Medical Assistance Coordinator to join our Healix International - Government Contracts team based in Esher. We are looking for part-time staff on a 20hr/week or 25hr/week basis with either fixed or flexible shift patterns. The department operates Mon-Sun between the hours of 8am and 10pm so there are options to work mornings or evenings or weekends.

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.

**Key activities/main duties**:

- Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
- Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of His Majesty's Government (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.
- 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.
- Appropriately refer a Member to speak to a Nurse or Doctor and provide an effective case summary to the medical team taking over.
- 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.

**Requirements**:

- 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 English language skills and empathetic listening skills.
- The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
- Other language skills are an advantage.
- Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
- Positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- Manage case costs and provide timely updates to government clients.

**About Healix**

Healix is a leading provider of global medical assistance and healthcare solutions. We have a large and varied client base which includes multinational corporations, travel insurance companies, charities, airlines, government and military departments.

**What we offer**

We offer 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.
- ‘I enjoy working at Healix as we are small enough for everyone to know each other and big enough to meet my career aspirations; There are plenty of opportunities for development’_ Luke, joined in 2018

**Company Benefits include**
- Competitive annual salary
- 5 weeks annual leave (or equivalent in hours) in addition to public holidays
- Pension scheme
- Healix Group Healthcare
- 4 times Life Assurance
- Local Shop discounts
- Shower facilities
- Free local parking

The Healix culture is warm and friendly, we are proud of our working environment and our loyal and dedicated employees.