Customer Service - Emergency Services

Embark on a Journey That Makes a Difference

At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We're not just in the business of protectionwe're in the business of adventure and peace of mind. Whether it's a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we're there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.

Set Sail on a Career Path to Success

Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:

• Diversity, Equity, and Inclusion (DEI) Committee
• Career pathing and Individual Development Plans
• Internal training and intern opportunities
• Women in Business Mentorship Program
• Employee awards and recognition
• Education and professional development assistance program

Passport to Perks Includes:

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Company paid life insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)

Your Role on the Expedition

The role of Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints.

Chart Your Course

• Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers.
• Adhere to quality, availability, and productivity expectations to ensure individual and departmental success.
• Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.
• Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.
• Follow all established GMMI Client Specific Procedures and Standard Operating Procedures.
• Responsible for daily work and timely follow-up on active cases assigned.
• Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts.
• Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.
• Handle Protected Health Information in accordance with HIPAA/Information Security requirements.
• Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime.
• Understand business concepts including, but not limited to cost containment practices, logistics planning, case flows and claims processing cycles.
• Participate in individual, group and client training, complete mandatory company training within deadlines.
• Manages personal email inbox to stay informed of company and departmental updates.
• Any additional tasks assigned by management.

Your Ticket to Success

Required / Desired Knowledge, Experiences and Skills:

Required:

• Experience in handling high volume of interactions including call and email volumes.
• Advanced computer literacy and internet research skills.
• Ability to work in fast-paced environment, great prioritization, and time management skills.
• Professional and positive interaction with clients, patients, providers, and colleagues.
• Must represent the organization in a professional and knowledgeable manner.
• Insurance benefits administration (Travel/Health insurance).
• Minimum one year experience working within the healthcare or insurance industry.
• Geographical awareness.
• MS Office (Word, Excel, PowerPoint, and Outlook).

Preferred:

• Customer Service experience in (medical) assistance preferred.
• Basic medical terminology: knowledge of US/International healthcare systems.
• Excellent verbal and written communication skills; fluent English required. Spanish preferred.
• Multilingual (i.e., Spanish, German, French, Japanese).

Position Coordinates

This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week After an initial 90 days of on-site training.

Time for Take-off

This department is a 7 day per week operation and shifts/hours may vary. Occasional overtime may be required according to business need.

One team. Every destination.

Generali Global Assistance is proudly part of the Europ Assistance Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions.
• Iris, Powered by Generali: identity and digital protection solution.

Explore new horizons apply today!

Don't meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.