Medical Assistance Coordinator

FJN Solutions; England; On-site; GBP 25,000 - 30,000; Full time

Job summary

FJN Solutions is seeking an Assistance Coordinator to join the Medical Operations team. You will manage inbound and outbound calls, coordinate medical assistance cases from start to finish, and ensure accurate case updates while providing empathetic support to travellers abroad.

The role requires excellent communication, strong organisational skills, and the ability to prioritise in a fast-paced environment.

Qualifications

• Excellent communication and customer service abilities.
• Strong organisational skills with the ability to prioritise and make decisions.
• Proactive, can-do attitude with ownership of cases.

Responsibilities

• Manage inbound and outbound calls and coordinate medical assistance cases.
• Provide empathetic support to customers in distressing situations.
• Liaise with hospitals, medical professionals and external service providers.
• Maintain accurate case records and ensure adherence to procedures.
• Identify customer needs, resolve issues and escalate complex cases as required.
• Deliver high-quality customer service while meeting service levels.

Skills

Communication skills

Customer service

Organisation

Decision making

Job description

I’m currently recruiting for an exciting opportunity for an Assistance Coordinator to join a busy Medical Operations team! This role involves supporting travellers who require emergency medical assistance while abroad, managing cases from initial contact through to resolution, and liaising with customers, healthcare professionals and service providers worldwide.

Key responsibilities include:

• Managing inbound and outbound calls and coordinating medical assistance cases.
• Providing empathetic support and reassurance to customers in difficult or distressing situations.
• Liaising with hospitals, medical professionals and external service providers.
• Managing case updates, maintaining accurate records and ensuring cases are handled in line with procedures.
• Identifying customer needs, resolving issues and escalating complex or high-risk cases where required.
• Delivering excellent customer service while working to service levels and quality standards.

What we’re looking for:

• Previous experience in medical assistance or insurance is desirable.
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to prioritise and make decisions.
• A proactive, can-do attitude with the ability to take ownership of cases.
• A second European language would be advantageous but is not essential.

• Full training provided
• 37.5 hours per week
• Opportunity to work in a fast-paced, rewarding environment
• Please note, this role operates on a shift rota, including weekends and bank holidays.