Medical Assistance Coordinator

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

Crisis24 provides 24/7 medical assistance to leisure and business travelers as well as expatriates across the globe. As a Medical Assistance Coordinator, you will be responsible for effectively and professionally assisting our clients while overseas. The services may vary from booking a doctor’s appointment to organizing a medical evacuation or repatriation.

You will work as part of a team in a fast-paced environment handling inbound and outbound calls, as well as managing emails and case work. The role will involve a high level of contacts with travelers often in difficult and sensitive circumstances.

You will liaise closely with hospitals and clinics for appointments and guarantees of payments as well as clients based both in the UK and overseas. The travelers will require practical help and advice and may be distressed or vulnerable. They will require your support and reassurance. To be successful in this busy role, you will need to be able to work well under pressure, be able to multitask, display empathy, adhere to specific Data Protection and Confidentiality requirements, follow policies and procedures and mainly be enthusiastic! Any additional language experience preferred, especially French.

What You Will Work On

Managing all elements of Medical Assistance service delivery professionally and in line with company procedures. Key responsibilities include (but not limited to): Inbound & outbound call handling, email handling, case management, diary management Acting as an ambassador for excellent customer service delivery Adhering to telephony and case handling Service Level Agreements Logging relevant details on the case management system ensuring the calls are handled appropriately, within policy and process. Referring cases outside own level of authority through the correct escalation process Adhere to set policies and procedures Informing and updating the relevant clients in line with policy Providing regular updates in a timely manner to operational management on high profile and cost cases, highlighting high risk (medically or reputational) cases to your line manager Providing suitable alternatives and direction to clients to help resolve their problem Accurately maintaining the information recorded on the case management system Setting clear customer expectations: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us Provide a high level of quality through your service delivery Be responsive and empathetic to the needs of colleagues and clients. Communicate professionally, employing excellent listening skills Build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs

What You Will Bring

Ability to work well under pressure in a busy and fast paced environment Ability to multitask Effective time management and ability prioritize workload Excellent communication skills – both verbal and written Can do will do attitude Ability to take ownership of problems and resolve them Previous experience working in customer service, medical assistance, insurance, or contact center

Working Pattern

The Medical Assistance Coordinator will be required to work 40 hours per week, operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Public Holidays is also required. This position is a hybrid role at our Annapolis, MD office.

Please note only those eligible to work in the US or have a valid US work permit/visa will be considered for this vacancy.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

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