Assistance Coordinator

Position SummaryThis position is responsible for providing medical and non-medical assistance services totravelers outside his/her home as outlined in the policy guidelines. This consists primarily offielding and managing requests via inbound phone calls and emails.Summary of Role and ResponsibilitiesField questions through inbound calls and emails while reviewing information across multiple systems.Display attentiveness & eagerness while focusing on the situation at handUtilize Critical thinking & problem solving to assist members in complex situationsPerform immediate after call work such as documenting in case and claim managementsystems, outreaching to different entities and manually adding all applicable service fees.Adhere to providing quality service with focus on the customer experience as well as adhere to performance metrics to meet contractual service level agreements.Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels.Liaise with clients via phone, email or fax to obtain specific approval or authorization forprecertification and to determine accurate and valid coverage information. Interpret and apply insurance benefits.Learn about and assist with coordinating care and complex transportations to evacuatemembers needing a higher level of care including repatriations for medical necessity and mortal remains.Participate in training, coaching, or individual feedback sessions with management and quality team.All agents must maintain company quality standards pertaining to accuracy of information provided, adherence to scripting and tone/attentiveness.Major Challenge:This role requires agents to balance a large workload with a high volume of inbound calls inorder to provide assistance to callers in high stress and time sensitive situations (includingmedical emergencies) and maintain clear communication with a variety of clients. Agents will need to anticipate next steps and be proactive in finding the most suitable solution. Your ProfileEducation, Experience, and Knowledge / Skills / AbilitiesMinimum Education Requirements:Associate's degree (A. A.) or equivalent from two-year College or technical school; or sixmonths to one year related experience and/or training; or equivalent combination of educationand experience.Qualifications:Knowledge, Skills, and AbilitiesBasic knowledge of geography as well as a respect for a diversity of cultures, languages, and people.Strong stress management skills and ability to multitask in a fast-paced environment.Professional level written and oral communication skills.Positive demeanor and enthusiasm to deliver service excellence. Preferred Education, Knowledge, Skills and Abilities:Bachelor’s Degree in international studies, foreign language, business or related field preferred.Conversational second language preferred.Medical terminology or insurance certification.About AXAAXA Group is the worldleader in insurance and asset management. We protect and advise our clients atevery step in their lives, by offering products and services which satisfytheir needs in the areas of insurance, personal protection, saving and assetmanagement. AXA is the leading insurance brand worldwide, with over 100 millionclients. We are transforming from payer to partner for our client, with astrong focus on risk prevention.Our mission:Empower people to live a better life.Our values: Customer First, Courage, Integrity and One AXA.About the EntityAXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.What We OfferBy joining AXA Partners, youwill work in a responsible company, which offers a real culture of expertise& diversity. Our focus is on accelerating the development of everyone’sskills, whilst offering attractive and competitive compensation andopportunities for professional development and growth.Additionally, atAXA, we work to make a real difference to people - when amazing things happenand when we create opportunities for a better life, the feeling of pride isextraordinary.Job SummaryJob number: 22000D8CDate posted : 2023-01-26Profession: Life & Savings InsuranceEmployment type: Full time