Job Description
Who We Are Looking For
For our location in Paris, we are currently seeking a Global Operations Coordinator with strong customer skills. Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service is preferred.
The candidate is able to fluently communicate in English and French. Fluency in a further European language will be a significant advantage. The candidate will display flexibility and be able to adapt well to an ever-changing environment.
Operational requirements may require flexibility in working hours and shift length. You will be required to work 5 days a week with working hours being rostered across 6 days a week, Monday to Saturday.
What You Will Work On
• Managing all elements of Medical and Security Assistance/Emergency Response service delivery professionally in an international setting and in line with company procedures.
• Key responsibilities include (but not limited to): Inbound & outbound call handling, email handling, case management, diary management, customer, client and stakeholder liaison.
• As the initial “face” of Crisis24 you are an ambassador for excellent customer service delivery and operational excellence
• Adhering to telephony and case handling Service Level Agreements.
• Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and integrity of data captured.
• Seamlessly triaging calls and interface with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders
• Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management
• Monitoring and managing the 24/7 email inbox
• Managing claims and billing queries (calls and emails)
• Prepares case management reports for clients to document actions undertaken
• Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day
• Supporting case management and closure on the Medical Specialist team’s agenda
• Be responsive and empathetic to the needs of clients, customers and colleagues
• Takes a proactive approach to information security and report any information security incidents or potential information security threats to the Information Security Officer
Who You Will Work With
In this role, you will interact with your peers within our Follow-the-Sun model within our global team of medical and security assistance coordinators and coordinate cases. You will also interact with our network team to assist clients in delivering services.
What You Will Bring
• The ability to stay calm and work well under pressure in a busy and fast paced environment.
• The ability to multitask and manage various activities.
• Effective time management and the ability to prioritize workload.
• Excellent English and French communication skills – both verbal and written.
• Empathy towards customers facing health/security situations overseas, clients and colleagues.
• The ability to take ownership of problems and resolve them.
• The ability to work in diverse teams with a global mindset, including cultural sensitivity, language skills, and the ability to communicate effectively across borders with both clients and our global network of providers
