Job Description

Who We Are Looking For

As a Medical Client Service Specialist, you will leverage your medical assistance case management experience to professionally support our travelling and domestic populations. You will be responsible for managing all ongoing and complex cases through to completion, including, but not limited to, outpatient, inpatient, medical transportation cases, including air ambulance and commercial repatriations, repatriation of mortal remains, and billing cases.

Key to your role is professional, efficient service delivery and the ability to systematically work through cases to completion, supporting effective management of case volumes and activity.

What You Will Work On

• Managing all elements of ongoing and complex cases through to completion, including: outpatient, inpatient, medical transportation cases, including air ambulance and commercial repatriations, repatriation of mortal remains, high-cost cases, vulnerable cases, and billing cases
• Delivering professional medical and network-led Medical Assistance services in line with client Standard Operating Procedures (SOPS) and protocols
• Working closely with the Global Operations Coordinators in line with First Call Desk (FCD) SOPs
• Work systematically through cases to completion to support case volumes and activity
• Ensure all billing and finance elements are complete, including authorization of expenses and invoice settlement
• Support with inbound calls and Global Operations Coordinator activities in line with business needs
• Be an ambassador for operational excellence
• Communicate professionally, employing excellent listening skills
• Setting clear customer expectations: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us
• Providing suitable alternatives and direction to clients to help resolve their problems
• Accurately maintaining the information recorded on the case management system
• Adhering to telephony and case handling Service Level Agreements
• Referring cases outside own level of authority through the correct escalation process
• Providing regular updates promptly to operational management on high-profile and cost cases, highlighting high-risk (medically or reputational) cases to your line manager
• Collaborate effectively with the Medical, Global Network, Claims, and Finance teams for positive case outcomes
• Be responsive and empathetic to the needs of our customers, clients, and colleagues
• Provide day-to-day support and guidance to new front-line staff and Medical Specialists, ensuring consistency, competence & efficiency in medical-related response handling and operational tasks
• Support the training, coaching, and mentoring of new starters

Who You Will Work With

Additionally, you will work closely with the Global Operations Coordinators (GOC) and, in line with operational SOPs, deliver seamless assistance services. You will further support the activities of the Global Operations Coordinators, including inbound calls and inbox management according to business requirements.

What You Will Bring

• Previous demonstrated experience working as a Medical Assistance Coordinator/ Global Operations Coordinator, managing all case types effectively. Meeting/ exceeding all expectations of the role
• Ability to work well under pressure in a fast-paced environment whilst supporting others
• Demonstrated ability to take ownership of problems and resolve them
• Effective time management and the ability to prioritize workload
• Excellent communication skills – verbal, written, and interpersonal in both German and English
• Collaborative approach to role and service delivery
• Can-do will-do attitude
• Fluency in a third language, including a European or Asian language, is an asset but not essential