Assistance Coordinator

AXA Group; Chicago (IL); Hybrid; USD 32,000 - 39,000; Full time

Benefits offered by this job

20 days Annual Leave (rising to 25)

8 Paid Company Holidays

Medical, Dental, Vision and Life

HSA, FSA, HRA + Employer Contribution

401(k) Pension Plan & Employer match

Paid Parental Leave

Education Reimbursement

ONLY DAYSHIFT (Hybrid Work - 3 days in

the office per week)

Equal Opportunities Employer

Job summary

AXA Group in the United States seeks a Customer Service Specialist to handle inbound calls and emails from members needing medical and non-medical assistance, using multiple systems to review information.

You will provide empathetic, solution-focused support, document all interactions, and coordinate with internal teams on coverage, authorization, and care coordination.

This is a hybrid, day-shift role with a wage of $23.52 per hour, plus a discretionary monthly bonus and full benefits.

Qualifications

• Associate's degree or equivalent, or 6–12 months of related experience.
• Strong written and verbal communication with professionalism.
• Ability to multitask in a fast-paced, high-pressure environment.
• Basic knowledge of geography, cultures, and languages to enhance interactions.
• Critical thinking and problem-solving to assist in complex situations.
• Proactive attitude with enthusiasm for delivering excellent customer service.

Responsibilities

• Handle inbound calls and emails from members needing medical and non-medical assistance across multiple systems.
• Provide empathetic support and effective problem solving in high-stress situations.
• Document all interactions in case and claim management systems, including follow-up actions and service fees.
• Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination.
• Interpret benefits and assist with medical evacuations, repatriations, and complex transportation coordination.
• Participate in ongoing training, coaching, and quality reviews to maintain high service standards.
• Manage a high volume of calls while maintaining professionalism and SLAs.

Skills

Empathy and communication

Multitasking under pressure

Problem solving

Professional demeanor

Stress management

Education

Associate's degree or equivalent

Job description

What you'll be doing

• Handle inbound calls and emails from members requiring medical and non-medical assistance while reviewing information across multiple systems.
• Provide attentive, empathetic support to members in high-stress situations, demonstrating strong communication and problem-solving skills.
• Document all interactions accurately in case and claim management systems, including follow-up actions and service fees.
• Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination.
• Interpret insurance benefits and assist members with medical evacuations, repatriations, and coordination of complex transportation services.
• Participate in ongoing training, coaching sessions, and quality reviews to maintain high service standards.
• Manage a high volume of calls efficiently, balancing workload while maintaining professionalism and compliance with SLAs.

What you'll bring

• An associate's degree or equivalent, or at least six months to one year of related experience.
• Strong communication skills, both written and verbal, with a professional and positive demeanor.
• Ability to manage stress effectively and multitask in a fast-paced, high-pressure environment.
• Basic knowledge of geography, cultures, and languages to enhance member interactions.
• Critical thinking and problem-solving skills to assist members with complex situations.
• A proactive attitude with enthusiasm for delivering excellent customer service.

What we offer

• Salary: $23.52 USD Hourly
• Monthly Performance based discretionary Bonus
• 20 days Annual Leave (rising to 25 days based on length of service)
• 8 Paid Company Holidays
• Medical, Dental, Vision and Life Insurance
• HSA, FSA and HRA available + Employer Contribution
• 401(k) Pension Plan & Employer match
• Paid Parental Leave
• Education Reimbursement
• ONLY DAYSHIFT (Hybrid Work - 3 days in the office per week).
• For more information about benefits, click here;

We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics.