Assistance Coordinator

JOB PURPOSE:
To provide emergency assistance and support to our clients and their customers.

This will be as directed by their assistance company from their country of origin on a case by case basis or as per the guidelines issued by our client companies.

This assistance could be for, but not limited to, a medical emergency, a dental emergency or a vehicle breakdown or accident.

To provide out-of-hours technical telephone support to our client pharmaceutical companies for their medical devices.

To offer customer service of the highest standard, with accuracy and efficiency, in a professional and friendly manner.



Duties and Responsibilities
" Answer and deal with inbound phone calls
" Respond to and act on email requests and instructions
" Set up case files and deal with new cases in a timely and efficient manner according to the given time scales
" Keep the client companies informed or progress at all times in a timely and efficient manner
" Keep in close contact with the insured or the caller during the emergency and during any follow ups
" Ensure the utmost customer care and service levels are achieved at all times
" Continue with the case files handed over between shifts
" Communicate effectively with client, patients, families and suppliers
" Keep accurate, informative and up-to-date case logs. This includes recording date, time and summary of all phone calls, emails and any other documents exchanged
" Keep accurate logs of any payments made on behalf of the client
" Send accurate and detailed guarantees of payments to providers, ensuring all exclusions and limits are noted, as instructed by our clients
" Ensure all paper files contain the required paperwork and all forms are correctly completed
" Ensure all receipts and invoices are filed in the correct paper files and copies given to accounts
" Ensure all cases are dealt with to the highest standard whilst ensuring cost-effective case management processes are followed at all times


Make any arrangements required on behalf of our clients and could include, but not limited to:
" Booking Dr or Dentist appointments
" Booking follow up appointments
" Booking hotels, taxis and/or hire cars as requested
" Organising repatriations of cars and /or people taxi, train, normal flights or air ambulances as appropriate
" Offering technical support and guidance


Key skills and Attributes

Your shift must be undertaken with utmost efficiency.
You should take ownership and be accountable for your own work load and cases.
You must maintain a high level of accuracy and record all communications efficiently and effectively and ensure all parties are kept informed.
You should have the ability to prioritise you work load and take on new tasks as instructed.
All notes should be legible, informative and accurate.



Excellent communication skills - you must effectively and responsibly pass on all cases at the end of your shift.
Teamwork and team co=operation is essential. You should work in a manner to ensure the team can also operate effectively and efficiently.
Accurately follow the instructions of our clients and follow our company processes and practise.
Be self-motivated and proactive, show initiative and have a high level of common sense.
Must demonstrate high level of attention to detail.
Must have excellent listening skills and use these to action, process and record all phone calls and instructions.
Follow protocols, processes and procedures set out by the company.
Enjoy telephone work.
Uphold the culture and values.


In return you can be a part of a rapidly growing international business. You can expect to receive £11 P/H growing to £13 on some shifts, there is also 28 days holiday, a company pension scheme and a brilliant office environment with regular social events and days out.

If you would like to discuss your application further please call Felix on 01483 302979