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.

Summary of Role and Responsibilities

• Field questions through inbound calls and emails while reviewing information across multiple systems.
• Display attentiveness & eagerness while focusing on the situation at hand
• Utilize Critical thinking & problem solving to assist members in complex situations
• Perform immediate after call work such as documenting in case and claim management
  systems, outreaching to different entities and manually adding all applicable service fees.
• Adhere to providing quality service with focus on the customer experience as well as adhere to performance metrics to meet contractual service level agreements.
• Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels.
• Liaise with clients via phone, email or fax to obtain specific approval or authorization for
  precertification and to determine accurate and valid coverage information.
• Interpret and apply insurance benefits.
• 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.
• Participate in training, coaching, or individual feedback sessions with management and quality team.
• All agents must maintain company quality standards pertaining to accuracy of information provided, adherence to scripting and tone/attentiveness.

Major Challenge:
This role requires agents to balance a large workload with a high volume of inbound calls in
order 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.

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.

Qualifications:

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.

Preferred Education, Knowledge, Skills and Abilities:
Bachelor’s Degree in international studies, foreign language, business or related field preferred.
Conversational second language preferred.
Medical terminology or insurance certification.