URGENT HIRING AVEGA! Assistance Coordinator

Asalus Corporation (IntelliCare); Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

Asalus Corporation (IntelliCare) in Metro Manila is seeking an Assistance Coordinator to manage global and local cases, responding to inquiries by phone and email and ensuring timely, compliant service across all channels.

You will handle medical and travel cases, coordinate with providers, monitor progression, and participate in training and meetings.

Qualifications

• Must have a college degree and good English communication skills.
• Experience handling calls and emails for service coordination is preferred.
• Background in assistance coordination is a plus but not required.

Responsibilities

• Respond to customer and network provider inquiries via phone and email locally and internationally.
• Facilitate seamless and timely management of all assistance cases.
• Offer empathetic and informative support to members.
• Monitor case progress and provide timely updates to members and providers.
• Handle medical and travel cases by coordinating insurance services, telemedicine bookings, and transport/hotel arrangements.
• Coordinate with network providers and AVEGA to onboard facilities when needed.
• Submit monthly activity trackers for audits and participate in regular online meetings.

Skills

English fluency

Call handling

Email correspondence

Assistance coordination

Willingness to learn

Rotating shifts

Education

Bachelor's degree

Job description

About the role

The Assistance Coordinator will be receiving and managing cases received for Global Assistance and Healthcare Philippines. The role involves responding to customer and network provider inquiries via phone and email both locally and internationally, facilitating seamless and timely management of all assistance cases, and contributing to efficiently meeting the team's required Service Level Agreement (SLA) and Key Performance Indicators (KPIs).

Key responsibilities

• Respond to customer and network provider inquiries via phone and email both locally and internationally

• Facilitate seamless and timely management of all assistance cases

• Offer helpful and informative assistance, demonstrating empathetic customer support

• Monitor the progress of member's case and provide updates as necessary

• Handle medical and travel cases assistance by providing services required by insurance, monitoring patient through calls and emails, booking appointments for telemedicine, booking car services, hotels, and flights

• Coordinate with network providers and members to ensure delivery of prompt service

• Monitor the progress of each service from end-to-end, sending timely updates to providers

• Coordinate with AVEGA to onboard new facilities as needed

• Submit monthly activity tracker for audit purposes

• Participate in regular online meetings with the Assistance Department when required

About you

• College degree

• Good command of English language for both oral and written communication skills

• Experience in handling calls and communication via email

• Knowledge or background in assistance coordination is a plus but not required

• Open for all Medical Allied Professionals; underboard and fresh graduates are welcome to apply

• Amenable to work on a rotating shift

• Shows willingness to learn and commitment to the role

• Willing to report onsite especially during training period