Job Description

Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, and has recently expanded its operations, with Medical Assistance added to our Integrated Risk Management portfolio of services. With a combined expertise covering 55 years, we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.
Who We Are Looking For

Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, and expatriates across the world, supporting our clients to manage the risk to their global travelling populations and domestic workforces. As a Medical Operations 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. Additionally, you will collaborate closely with Global Operations Coordinators (GOC) in line with First Call Desk and Operational SOPs to deliver seamless Assistance services, and support Global Operations Coordinator activities, including inbound calls and inbox management in line with business needs.

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 completed, including authorization of expenses and invoice settlement
• Support with inbound calls and Global Operations Coordinator activities in line with business needs
• 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 problem
• 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

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 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 ability to prioritize workload
• Excellent communication skills – verbal, written and interpersonal
• Collaborative approach to role and service delivery
• Can-do, will-do attitude
• Fluency in a second language, including a European or Asian language an asset but not essential