Healix Group of Companies
Job details
Here’s how the job details align with your profile.
Pay
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£25,000 a year
Job type
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Full-time
Shift and schedule
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Weekend availability
Location
Benefits
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Life insurance
Full job description
Customer Service Coordinator
We are recruiting an Assistance Coordinator to join our Healix Government (HMG) Contract team, based in Esher.
Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.
As a result we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.
We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.
In this role, the main purpose is to:
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Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
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Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.
We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.
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4 days per week giving a week total of 36 hours
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full-time shift basis including weekends and in line with business requirements.
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The shift times vary between 8am and 10pm, with a 30 min lunch break.
Important Information
Documents
About the role
KEY ACTIVITIES AND RESPONSIBILITIES
- Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
- Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan. .
- Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
- Monitor on-going cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.
- Prioritise workload appropriately ensuring that the most urgent cases are actioned in a timely manner.
- Provide repatriation support working in conjunction with the medical team to ensure that travel is safe, cost effective and well organised.
- Liaise with HMG clients so that costs, wider welfare issues, and case escalation are properly handled. Ensure cost comparisons are accurate and comprehensive.
- When applicable, escalate urgent matters to Senior Coordinators and Operations Managers as appropriate.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.
The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.
REQUIRED SKILLS AND EXPERIENCE
We are looking for a candidate who has:
- Previous experience working in a telephone based or face to face customer service role (desired).
- The ability to be responsive and empathetic to the needs of others and offer effective solutions.
- The ability to communicate professionally, employing excellent listening skills.
- Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
- The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
- Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
- A positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to fulfil the requirements of being on 7-day rota.
Foreign language skills are not required but are an advantage.
What you will need
Required criteria
- Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
- Ability to commute to the Esher office
- English communication skills, both verbal and written, to native standard
- Problem solving, managing priorities and ability to cope working under pressure
- Foreign, European languages
- Previous experience in customer services, ideally in travel industry or in medical assistance
Healix
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.
We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.
We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.
More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
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.
Our benefits
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
Open office
Competitive salary
Life insurance
Employee Assistance Scheme
Wellbeing Scheme
Social Opportunities
Hybrid Working
To apply for this job please visit seemehired.com.
