PURPOSE OF THE ROLE

The Assistance Case Coordinator is responsible for managing all case activities related to our 24/7 Travel Assistance business. The role ensures our domestic and international travellers are provided guidance and support when they endure the unexpected during their trip. To align with Europ Assistance group strategy our focus is maintain a customer centric experience. To deliver on this we must be consistently available and responsive to our travellers 24/7.

As a medical and non-medical travel expert advisory service, the coordinator will report to the Assistance Team Leader and will work collaboratively with multiple stakeholders to safeguard our traveller and strive to provide an exceptionally high-quality experience and outcome.

KEY RESPONSIBILITIES

Case Management

Ownership and accountability of allocated case load to assist travellers timely and proactively for medical and non-medical case types.

Prioritisation of case activities using risk management assessments to protect well-being whilst delivering a high-quality service.

Consistent in demonstrating strong listening, verbal and written communication skills.

Excellent time management and multi-tasking to ensure cases details are clearly recorded and accurate.

Remaining calm and compassionate in a crisis or adversity

Adherence with Service Level Agreements for all case activities and actions

Work in close liaison with Clinical experts to manage potential risks, timely case actions and achieve optimal outcome for travellers

Provide general policy advice and direction on requirement for financial assistance

Engage with internal stakeholders and third parties for direction on liability decisions and placement of Guarantee of Payments

Engagement with Network team as required to gain intelligence or support to ensure delivery of care or timely movement of a traveller

Facilitate logistical movement of a traveller (and companion/s) as directed

Compliance with privacy procedure and identification checks

Manage dissatisfaction and complaints in accordance with procedures.

Adherence to operational and clinical governance must be demonstrated in all case actions

Participation in team engagement activities with Operational departments

Stakeholder Management:

Engage and communicate regularly with internal stakeholders to manage blockers or risks that can impact service and care delivery to the traveller

Support and coordinate engagement between the team and stakeholders

Partner with Assistance Leadership team to drive customer and productivity centric outcomes and help identify how to enhance our services and value to the business.

Strategy and Continuous Improvement:

Support the ‘you live, we care ethos’ by sharing ideas and insights for lifting the customer experience

Support integration of our customer journey enhancements by contributing to new initiatives for Travel Assistance

Engagement & Communication:

Be present and contribute to team engagements as part of business activities and initiatives

Communicate effectively across the team to ensure efficient and effective dissemination and communication to team members

Organise and facilitate team meetings to ensure communication across the wider organization, with all stakeholders.

Ensure efficient and effective dissemination and communication to team members and members or travellers.

WHS Responsibility:

Ensure compliance with Workplace Health and Safety requirements across the team

Taking care of peers for sensitive case types, creating a safe space for debriefing and supporting psychological impacts on yourself and peers.

Risk & Compliance:

Understand and comply with Europ Assistance Code of Conduct.

Ensure risks are identified and reported Risk Management Strategy and Compliance Management Framework.

ROLE REQUIREMENTS

Essential:

2 years Assistance Operations or call centre experience

Excellent multi-tasker in fast paced environment

Exceptional written, verbal and interpersonal communication skills

Strong in English speaking communications, multilingual is highly regarded

Competent in computer/IT skills

Knowledge of General Insurance and/or Travel Insurance Industry

Highly developed interpersonal, communication and negotiation skills.

Desired:

Qualification in General insurance or financial services

1-2 Experience front-line Travel Operations and General insurance

Good understanding of Travel Assistance

Highly developed interpersonal, communication and negotiation skills.