Assistance Coordinator

SeeMeHired; Esher; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare assistance provider is seeking a Senior Assistance Coordinator to deliver professional responses to travel and medical requests. In this role, you will support your team, manage escalated issues, and assist customers through their insurance claims, all while ensuring a high standard of service. The successful candidate will have at least 12 months of relevant experience, excellent communication skills, and be able to commute to the Esher office. You will work in a fast-paced environment that values teamwork and empathy.

Benefits

Healthcare benefits

Professional development opportunities

Supportive team environment

Qualifications

• Minimum of 12 months experience as an Assistance Coordinator or similar role.
• Native level English proficiency in both verbal and written communication.
• Ability to commute to the Esher office.

Responsibilities

• Provide first line support and guidance to the team.
• Handle all calls with professionalism, empathy, and customer focus.
• Create case files and assist customers through the insurance claim process.

Skills

Excellent communication skills

Empathy

Calm under pressure

Teamwork

Geographical knowledge

Job description

Overview

Reporting to the Team Leader, the Senior Coordinator will be responsible for providing a proactive, professional and timely response to requests for travel and medical assistance by delivering cost effective and customer focused solutions. The Senior Assistance Coordinator will be required to provide first line support to the team, act as a point of escalation and take ownership of escalated issues, notify the management team of any potential problems and deputise for the Team Leader in their absence.

Responsibilities

• Provide first line support and guidance to the team.
• Deputise in the absence of the Team Leader and act as shift lead as required.
• Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
• Create case files capturing all relevant information accurately and provide a synopsis of each situation and deal with all administrative tasks through to full case closure.
• Provide advice to customers and assist them through the insurance claim process.
• Confirm insurance eligibility of each claimant and ensure all data is captured accurately.
• Notify the client/claims handler/underwriter of all cases where applicable.
• Ensure accurate reserves and costs are added to all case files.
• Obtain information from 3rd parties in order to expedite the claims assessment process.
• Communicate with all parties on a regular basis and monitor all aspects of the assistance to help facilitate case progression.
• Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.

Schedule

• Early, middle and late shifts, Monday to Sunday, including Bank Holidays.

Qualifications

• Have a minimum of 12 months experience working in an Assistance Coordinator or similar role.
• Have excellent written and verbal communication skills.
• Have good geographical knowledge.
• Knowledge and experience of working within the travel insurance arena is an advantage.
• Be positive and have a can-do approach to all tasks.
• Work calmly under pressure.
• Build positive relationships with the team, managers, clients and peers.
• Be responsive and empathetic to the needs of others.
• Teamwork.
• English language, both verbal and written, to a native standard.
• Ability to commute to the Esher office.

Desired Criteria

• Additional foreign languages.
• Experience of working within the travel insurance business.

Benefits

All around the world, Healix safeguards people's health and wellbeing. We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home. We're co‑ordinators and problem‑solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co‑ordinators and security experts make sure that your people will be looked after, whatever happens, supported by technology designed to help individuals, not slot them into a predetermined solution. We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people. Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. They chose Healix because they also need an organisation that's personal enough to care. Our people are driven to do things the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so we can continue to attract diverse talent with a breadth of knowledge and world‑class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.