We are recruiting two administrators to join our Assistance Coordinator team based in Esher.
Position Overview
As part of an expanding team of administrators this role has responsibility for monitoring, triage, actioning, and delivering exceptional mailbox management on behalf of the 24/7 medical assistance team. The incoming emails range from critical and immediate requests through to retrospective requests for help and the purpose of the role is to be the ‘eyes and ears’ for the team, identifying and working with the team to ensure emails that require time critical responses are identified and responded to. In addition to triage there are key areas that require administrative oversight including retrospective casework, updating cases when further information is received from cost containment providers (e.g. GEM), reviewing cases in order to answer account queries, opening new cases from the inbox and setting up clear information for the case managers, obtaining policy verification information, sending requests to GPs and allocating GP check responses for the case managers to assess.
This is a Monday to Friday role, 35 hours per week. We are looking for candidates who are happy to come into the office but there will be opportunity to work hybrid occasionally.
Person specification
We are looking for candidates who display the following characteristics and skills:
- Strong communication and interpersonal skills, both verbal and written with the ability to work collaboratively with all employees
- Excellent organisational skills with attention to detail in record keeping
- Proven ability to adhere to strict timelines in delivering of objectives
- Proficiency in IT tools for documentation and communications
- Ability to prioritise work based on urgency and risk.
- Ability to use a case management system effectively, with good attention to detail, so that when allocating emails and sending replies, the records are accurately kept.
- Ability to work within a team.
About The Role
Responsibilities
Inbox triage and oversight:
- Identify emails that are higher risk, action and advise the wider team. Triage all other emails
- Work with administrator colleagues to allocate daily tasks into priorities for the day taking account of the varied demands.
- Prioritise and deliver the daily plan, this includes organising all incoming mail, actioning the identified and agreed work streams, and completing the administrative tasks so that the work is well managed.
- Review and deal with customer complaints in a manner which maximises customer satisfaction and action and escalate to colleagues in line with complaints handling policy.
- Identify new cases in the inbox and open new cases in CMS. Actively hand them to a case handler to take forwards as urgent (if they are not retro or related to the wider administrative casework).
GP checks:
- Contact GPs in line with procedure and manage the daily agenda
- Allocate and set appropriate action in the cases for GP check replies
- Allocate and reply to client requests for case status updates (e.g. outstanding invoices)
- Set up and reply to client and customer emails asking for retrospective support (e.g. claim reimbursement, guarantee of payment confirmation).
- Generate and send notification documents to insurers to provide insurance claim information, including but not limited to the expected costs for each claim.
Finance queries:
- Allocate and update case information with claim costs
Required Criteria
- Strong organisational skills
- Excellent communicator with a high proficiency in the English language, both in written and verbal communications.
Desired Criteria
- Experience in International Medical Assistance or similar industry
- European languages
Skills Needed
Company Culture
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.
Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.
Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.
We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Company Benefits
Commitment to career development
We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.
We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Hybrid Working
Salary
£25,000.00 - £26,000.00 per year