Sunday, 15 July 2012

Travel Assistance Coordinator

Details: Provides telephone assistance services and emergency evacuation services in response to customer requests by performing the following duties. •Assists customers in analyzing and refining their queries in order to accurately fulfill requests.•Utilizes appropriate resources to provide medical referrals as requested by customers.•Selects the most relevant search results and, if necessary, assist the customer by following up on those resources directly to verify services and availability.•Oversees and coordinates casework regarding travel emergencies related to an insured's medical condition•Performs independent reviews of policy benefits and approves expenses for assistance cases based on interpretation of terms and condition of policies•Make the appropriate arrangements for either emergency remote medical treatment, or medical evacuation by either special airlift or by assisted commercial flight. Request quotes and selects providers based on independent judgment of case requirements•Provides customer service support for insured travelers regarding such issues as: policy benefits, verification of coverage, claim information.•Monitor patient status and make regular reports to traveling companions and/family members.•Document all case handling to ensure that case is complete and properly documented.•Telephone translation/interpretation.•Foreign language document review and translation .•Receives in-bound and transmits out-bound faxes and emails.•Answers telephones and appropriately directs to appropriate parties.•Initiates out-bound telephone calls.•Assistance with claim adjudication and process, coordination of benefits, and policy compliance.•Ability to view department's workload for case and task re-assignments.•Department activity monitoring .•Ability to pre-approve and pre-deny payment requests.•New Employees Mentoring and Training, Case Auditing and Supervision•Claims evaluation, search and add new service providers to the database, cooperate actively in the search of medical service providers, cooperate with training and tutoring new employees and assisting in any aspect of the operation requiring resolution.•Files and sorts cases.•Other duties may be assigned as the need arises.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Preferred EDUCATION and/or EXPERIENCE Minimum 2 years' experience in a call center environment, preferably with international exposure.Minimum 6 months in medical assistance experienceInsurance, Travel, Medical or call center experiencePrevious medical experience is helpful but not necessary.Customer Service experience or equivalent experience.KNOWLEDGE and SKILLSExcellent telephone and computer skillsOral and written communication proficiency•LANGUAGE SKILLS Requires native level fluency in at least one language other than English.•MATHEMATICAL SKILLS Requires basic solid math skills to analyze cost comparisons for service.•REASONING ABILITY Must have strong problem solving abilities, and the ability to find solutions in situations where no previous precedent exists. Ability to work in stressful situations. IV. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The position will work in an office environment. Essential functions of the position will include visual ability to read and comprehend documents, hearing ability to effectively communicate in person and by telephone, manual dexterity to operate office equipment, and the ability to travel, by various modes of transportation, including international travel, occasionally if needed. •Remain professional; will be dealing with high-level professionals. •Grammatically correct.About ChartisChartis is a world leading property-casualty and general insurance organization serving more than 40 million clients in over 160 countries and jurisdictions. With a 90-year history, one of the industry's most extensive ranges of products and services, deep claims expertise and excellent financial strength, Chartis enables its commercial and personal insurance clients alike to manage virtually any risk with confidence. For additional information, please visit our website at http://www.Chartisinsurance.com. At Chartis we support and encourage a diverse work environment. EOE.

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