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This position is responsible for providing medical and non-medical assistance services to travelers outside his/her home as outlined in the policy guidelines. This consists primarily of fielding and managing requests via inbound phone calls and emails.

Summary of Role and Responsibilities

• Field questions through inbound calls and emails while reviewing information across multiple systems.
• Perform immediate after call work such as documenting in case and claim management systems and manually adding all applicable service fees.
• Adhere to performance metrics to meet contractual service level agreements.
• Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels.
• Liaise with clients via phone, email or fax to obtain specific approval or authorization for precertification and to determine accurate and valid coverage information. Interpret and apply insurance benefits.
• Learn about and assist with coordinating care and complex transportations to evacuate members needing a higher level of care including repatriations for medical necessity and mortal remains.
• Participate in training, coaching, or individual feedback sessions with management and quality team.
• All agents must maintain company quality standards pertaining to accuracy of information provided, adherence to scripting and tone/attentiveness.

Major Challenge:

This role requires agents to balance a large work-load with a high volume of inbound calls in order to provide assistance to callers in high stress and time sensitive situations (including medical emergencies) and maintain clear communication with a variety of clients.

Education, Experience, and Knowledge / Skills / Abilities

Minimum Education Requirements:

Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills, and Abilities

Basic knowledge of geography as well as a respect for a diversity of cultures, languages, and people.

Strong stress management skills and ability to multitask in a fast-paced environment.

Professional-level written and oral communication skills.

Preferred Education, Knowledge, Skills and Abilities:

Bachelor’s Degree in international studies, foreign language, business or related field preferred.

Conversational second language preferred.

Medical terminology or insurance certification.