Customer Service Coordinator - Healix Group of Companies : Job Details

If you have great customer service skills, and are looking for a role where no two days are the same then please read on.

We are recruiting an Assistance Coordinator to join our Healix Government (HMG) Contract team, based in Esher.

In this role, the main purpose is to:

• Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
• Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.

Hours:

• 4 days per week giving a week total of 36 hours
• full-time shift basis including weekends and in line with business requirements.
• The shift times vary between 8am and 10pm, with a 30 min lunch break. 

About The Role

KEY ACTIVITIES AND RESPONSIBILITIES

• Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.

• Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan. .

• Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.

• Monitor on-going cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.

• Provide repatriation support working in conjunction with the medical team to ensure that travel is safe, cost effective and well organised.

• Liaise with HMG clients so that costs, wider welfare issues, and case escalation are properly handled. Ensure cost comparisons are accurate and comprehensive.

• When applicable, escalate urgent matters to Senior Coordinators and Operations Managers as appropriate.

• Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.

The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.

REQUIRED SKILLS AND EXPERIENCE

We are looking for a candidate who has:

• Previous experience working in a telephone based or face to face customer service role (desired).

• The ability to be responsive and empathetic to the needs of others and offer effective solutions.

• The ability to communicate professionally, employing excellent listening skills.

• Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.

• The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.

• Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.

• A positive and can-do approach to all tasks.

• The ability to work calmly under pressure.

• The ability to fulfil the requirements of being on 7-day rota.

Foreign language skills are not required but are an advantage.

Required Criteria

• Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
• Ability to commute to the Esher office
• English communication skills, both verbal and written, to native standard
• Problem solving, managing priorities and ability to cope working under pressure

Desired Criteria

• Foreign, European languages
• Previous experience in customer services, ideally in travel industry or in medical assistance

Skills Needed

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. 

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Hybrid Working

Salary

£25,000.00 per year