Global Operations Specialist (m/f/d)

TN Germany; Konstanz; Vor Ort; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

A leading company in Konstanz is seeking a Global Operations Specialist focused on Medical Incidents. This role involves managing complex medical cases and providing professional support to clients. The ideal candidate will excel in communication and time management while working in a fast-paced environment. The position offers a dynamic international work setting with various benefits, including bonuses and training opportunities.

Leistungen

Bonuses based on company success

Company pension scheme

Further training opportunities

Hansefit membership possibility

Unlimited coffee and fruit baskets

Subsidized lunch

Team-building activities

Qualifikationen

• Experience managing complex medical cases.
• Ability to work under pressure in a fast-paced environment.
• Fluency in German and English.

Aufgaben

• Manage ongoing and complex medical cases to completion.
• Deliver professional medical assistance services.
• Support Global Operations Coordinators and manage inbound calls.

Kenntnisse

Communication

Time Management

Problem Solving

Ausbildung

Medical Assistance Coordinator

Jobbeschreibung

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Global Operations Specialist (m/f/d), Konstanz

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Client:

Crisis24

Location:

Konstanz, Germany

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

59ece1dc3cda

Job Views:

2

Posted:

18.05.2025

Expiry Date:

02.07.2025

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Job Description:

Who We Are Looking For

For our location in Konstanz, we are currently seeking a Global Operations Specialist (m/f/d) focusing on Medical Incidents to join us at the earliest opportunity.

As a Medical Operations Specialist, you do not need any previous medical knowledge or experience but will use your customer care experience to provide professional support to our travelling and local population in the event of medical incidents. You will be responsible for managing all ongoing and complex cases through to completion, including outpatient, inpatient, medical transportation cases (air ambulance and commercial repatriations), repatriation of mortal remains, and billing cases.

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

Additionally, you will work closely with the Global Operations Coordinators (GOC) and in line with operational SOPs to 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 Work On

• Managing all elements of ongoing and complex cases through to completion, including outpatient, inpatient, medical transportation cases (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 SOPs.
• Systematically working through cases to support case volumes and activity, ensuring all billing and finance elements are completed, including authorization of expenses and invoice settlement.
• Supporting inbound calls and Global Operations Coordinator activities in line with business needs.
• Communicating professionally, employing excellent listening skills.
• Setting clear customer expectations: providing clear timelines for next steps, meeting customer update timings, and guiding the customer through their journey.
• Providing suitable alternatives and directions to clients to help resolve their problems.
• Accurately maintaining 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 to operational management on high-profile and high-cost cases, highlighting high-risk cases to your line manager.
• Collaborating effectively with Medical, Global Network, Claims, and Finance teams for positive case outcomes.
• Being responsive and empathetic to the needs of customers, clients, and colleagues.
• Providing day-to-day support and guidance to new front-line staff and Medical Specialists, ensuring consistency, competence, and efficiency in medical response handling and operational tasks.
• Supporting training, coaching, and mentoring of new starters.
• Availability outside working hours in case of emergencies, possibly including on-call duties.

What You Will Bring

• Previous experience as a Medical Assistance Coordinator/Global Operations Coordinator managing all case types effectively.
• Ability to work well under pressure in a fast-paced environment while supporting others.
• Proven ability to take ownership of problems and resolve them.
• Effective time management and workload prioritization skills.
• Excellent communication skills in German and English, both verbal and written.
• Collaborative approach to role and service delivery.
• Fluency in a third language, including European or Asian languages, is an asset but not essential.

What We Offer

In addition to working in an international environment with exciting subject matters, advanced data processing technology, and modern work equipment, we offer:

• Bonuses based on the company's overall success
• Company pension scheme
• Further training opportunities
• Hansefit membership possibility
• Unlimited coffee, fruit baskets, and subsidized lunch
• Team-building activities such as internal tournaments, BBQs, and breakfasts