Assistance Coordinator

AXA; Chicago, Northern (IL, KY); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

Hybrid work schedule

Paid time off

Health insurance

401(k) with employer match

Job summary

AXA is seeking a Customer Service Associate to handle inbound calls and emails from members needing medical and non-medical assistance. You will review information across multiple systems, document interactions, and coordinate with internal teams for coverage and care.

The role requires clear communication, stress management, and a proactive service mindset. You will participate in training, support high-stakes situations, and ensure accurate documentation in case and claim systems while

Qualifications

• Associate's degree or equivalent, or 6 months to 1 year of related experience.
• Strong communication skills, written and verbal, with a professional demeanor.
• Ability to manage stress and multitask in a fast-paced environment.
• Basic knowledge of geography, cultures, and languages to enhance interactions.
• Critical thinking and problem-solving for complex situations.

Responsibilities

• Handle inbound calls and emails from members needing medical or non-medical assistance across multiple systems.
• Provide attentive, empathetic support in high-stress situations with strong communication and problem solving.
• 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 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 efficiently while maintaining professionalism and compliance with SLAs.

Skills

Communication skills

Multitasking

Problem solving

Stress management

Customer service mindset

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.