Customer Assistance Coordinator

Posted 5 February by The Collinson Group

We are looking to add Medical Assistance Coordinators to join our Medical Assistance Team. The role is based in Haywards Heath, West Sussex (RH16 postcode)

These roles provide crucial support to our policy holders who are claiming on their Insurance policy and need assistance with the medical arrangements. We provide you full training and support during the initial joining period

This is a role where no one day is the same. It is both challenging and rewarding in equal measure. In this role you will be making a real difference at often a distressing time for our policy holders.

The role does include shifts on a rotational basis which includes evenings and weekends. You will be rewarded for this with a great place to work, development opportunities, full training, a supportive environment, a competitive salary, 25 paid days holiday, healthcare and a host of other benefits

Key Responsibilities:

  • Managing all customer cases from start to finish professionally and in line with the correct procedures.
  • Deploy effective questioning and listening to capture relevant case information
  • Log all relevant information is captured to ensure the case can be supported further
  • Ensuring the calls are handled appropriately, with sensitive and empathy, within policy and process.
  • Referring cases when needed
  • Delivering against agreed service standards by maintaining high levels of incident maintenance
  • Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
  • Collaborate internally with Claims Handler/underwriter is informed of all cases, when required
  • Processing and analysing information in order to diagnose problems and asses the needs of the client.
  • Where applicable, referring clients to Senior Coordinators or Team Managers for further support.

Knowledge, skills & experience required:

  • Experience of following set process and policy within a highly regulated environment
  • Decision maker
  • Effective time manager and a person who can prioritise
  • Excellent communication skills - both verbal and written
  • Ability to take ownership of problems and resolve them
  • Medical Assistance experience

Person Specification:

  • Can deliver results and prioritise time
  • Empathy
  • Extremely client focused
  • Excellent communication skills - both verbal and written
  • Collaborative
  • Completer - Ability to take ownership of problems and resolve them

Required skills

  • Accident Insurance
  • Call Centre
  • Customer Service
  • Emergency Situations
  • Health Insurance

Reference: 34392862

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