Support Administrator, Assistance Team

1 week ago

Esher, United Kingdom Healix Group of Companies Full time

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.

**Key Activities/Main Duties**:

- Allocating inbound written correspondence and escalating urgent or important correspondence to senior colleagues.
- Work on identified targeted data projects and administration tasks.
- Confirming insurance eligibility of each claimant and diligently ensuring that all data captured is correct to complete verification.
- Processing and analysing information in order to diagnose problems and asses the needs of the client.
- Where applicable, escalating urgent matters to Case Managers and Team Leaders.
- Triaging urgent and priority situations for escalation to Case Managers and Team Leaders including escalation to the Healix medical team.
- Generating case files and adding data to the Case Management System (CMS).
- Obtaining and detailing cost information within the CMS.
- Informing the relevant Claims Handler/underwriter is informed of all cases where relevant and in line with policy.
- Generating and sending notification documents to insurers to provide insurance claim information, including but not limited to the expected costs for each claim.
- Referral of high cost and contentious claims to insurance underwriters.
- Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
- Handling and resolving customer complaints in a manner which maximises customer satisfaction, escalating to senior colleagues and insurers where necessary.
- Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
- Contributing to a productive and team building working environment.
- Participate effectively in team meetings.
- Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
- To take responsibility and ownership for ensuring compliance to departmental and companywide policies.
- Participating in and completing any other duties as appropriate and as required.

**Requirements, background, skills**:

- Previous experience working in a customer service role desired.
- Excellent written and verbal communication skills.
- Excellent time-keeping.
- Can-do approach to all tasks.
- The ability to build positive relationships with their team, managers, clients and peers.
- The ability to communicate professionally, accurately, and effectively via all methods of communication.
- The ability to be responsive and empathetic to the needs of others.
- The ability to communicate professionally, employing excellent listening skills.
- Build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.
- Language skills desired.

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