Assistance Coordinator Nightshift (Remote from Illinois)
Position Summary This position is responsible for providing medical and non-medical assistance services to... travelers outside his/her home as outlined in the policy guidelines. This consists primarily of fielding and managing requests via inbound phone calls and emails. Role and Responsibilities Field questions through inbound calls and emails while reviewing information across multiple systems. Perform immediate after call work to document in case & claim management systems, outreach to different entities, interpret & apply insurance benefits, manually add all applicable service fees and update all parties involved. Utilize critical thinking & problem solving to assist members in complex situations. Excel in customer service by displaying empathy, attentiveness and eagerness to the member & situation at hand. Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations. Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels. Learn about and assist with coordinating care and complex transportations to evacuate members needing a higher level of care including repatriations for medical necessity and mortal remains. Major Challenge This role requires agents to balance a large workload with a high volume of inbound calls & emails to provide assistance to callers in high stress and time sensitive situations (including medical emergencies) and maintain clear communication with a variety of clients. Agents will need to anticipate next steps and be proactive in finding the most suitable solution.
Qualifications
Education, Experience, and Knowledge / Skills / Abilities · Minimum Education Requirements: Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Knowledge, Skills, and Abilities Basic knowledge of geography as well as a respect for a diversity of cultures, languages, and people. Strong stress management skills and ability to multitask in a fast-paced environment. Professional level written and oral communication skills. Positive demeanor and enthusiasm to deliver service excellence. What We Offer: At AXA Partners US, were appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive: Hourly salary: $20 USD + 15% for nightshift Monthly Company & Performance based discretionary Bonus. Nightshift: working 4 days a week, 10 hours a day. Remote Work from Illinois. 20 days Annual Leave (rising to 25 days based on length of service) 8 Paid Company Holidays Medical, Dental, Vision and Life Insurance HSA, FSA and HRA available + Employer Contribution 401(k) Pension Plan & Employer match Paid Parental Leave Education Reimbursement Job Type: Full-time Pay: $20.00 per hour Expected hours: 40 per week Work Location: Remote Apply Job!