Customer Service Coordinator

Position: Customer Service Coordinator (Permanent)
Location: Elmbridge

If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on..

We are recruiting an candidates with great Customer Service skills. The job title will be Assistance Coordinator, and you will 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.

We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.

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.

The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.

REQUIRED SKILLS AND EXPERIENCE

We are looking for a candidate who has:

• 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.

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…