Operations Coordinator

ONLY APPLY IF YOU HAVE SPANISH PROFICENCY (SPEAK/UNDERSTAND)

The Operations Coordinator, Compass is responsible for fulfilling or coordinating all types of assistance requests originating through the beneficiaries of Compass A&H Business Travel policies. Working in close collaboration with Compass medical specialists and, where required, the International SOS Assistance and Aspire Lifestyles Centers, you will deliver high‑quality service through efficient and cost‑effective case management aligned with the beneficiaries’ contracted insurance policy.

• Provide empathetic quality service to Compass A&H’s customers.
• Update all cases with the appropriate documentation.
• Be conscious of the cost‑effectiveness of the assistance solutions recommended and undertaken.
• Handle cases and phone calls efficiently, per Compass protocols and any client‑specific Standard Operating Procedures.
• Accurately notify Compass A&H as defined by agreed protocol and Standard Operating Procedures.
• Act as the first point of contact for new and existing cases and serve as the voice of Compass.
• Maintain all cases in accordance with Compass policies and procedures.
• Accurately and appropriately initiate activation of International SOS Assistance for evacuations, repatriations, RMR, and security cases.
• Activate Aspire Lifestyles for Concierge assistance cases.
• Ensure the medical team is aware of all actions required during the shift.
• Execute proper use of escalation protocol without fail.
• Work with Supervisor / Operations Manager and Security staff for all security‑related issues.
• Maintain confidentiality of all patient and/or client information.
• Maintain a professional environment as evidenced by individual dress, workspace, and personal demeanour.
• Maintain the transmission document in a clear, accurate, and concise format with the correct plan of action for hand‑over to the next shift.
• Actively participate in all transmission sessions with input regarding case actions and direction.
• Escalate all complaint or perceived complaint cases to the Operations Manager immediately.
• Action all incoming tasks, emails, and correspondence pertaining to active and/or closed cases.

• Customer service oriented.
• Team player.
• Identifies and acts on potential problems and/or difficulties.
• Demonstrates effective problem‑solving skills and lateral thinking.
• Takes initiative, demonstrates responsibility.
• Ability to work under pressure, multi‑task, and prioritize in a timely and effective manner.
• Ability to write, speak, and listen effectively.

• Customer Service.
• Preferred experience:
  
  Banking, Insurance, Teaching (a second language), NGO.

• Fluent English.
• Fluent Spanish.

Employment Type:

Full Time
Years

Experience:

1 – 3 years
Salary: $50,000 – $55,000 Annual
Bonus/Commission:
No

Entry Level

Administrative, Health Care Provider, and Management

Hospitals and Health Care and Medical Practices