Medical Assistance Advisor- Nights

pCollinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem The group offers a unique blend of industry and sector specialists who together provide marketleading experience in delivering products and services across four core capabilities Loyalty Lifestyle Benefits and InsuranceppThe group provides unrivalled insight and expertise around affluent consumers and frequent travellers creating and delivering products and services now accessible to over m end consumersppWe have more than years experience with global locations servicing over clients in countries employing peopleppWe have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiencesppKey clients include Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFCppOur mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we workppNever short of ambition the success of our business is delivered through the diverse and talented team of over colleagues globallyphThe rolehpCollinson provides call handling for assistance from holidaymakers and business travellers across the globeppThe role of the Assistance Coordinators will be responsible for effectively and professionally managing assistance cases falling within their level of authority in line with service standards and various applicable procedures and policy termsppThis will involve a high level of contact with both clients often in difficult and sensitive circumstances and external professional service providers based both in the UK and abroadppThey will require practical help and advice and may be distressed or vulnerable so will require support and reassurance from the Assistance Coordinator at all timesppThe nature of the work requires all role holders to be aware of and adhere to specific Data Protection and Confidentiality requirementsppTraining will be provided however Assistance Coordinators will be required to maintain an up to date knowledge of the policies procedures and schemes handled phKey responsibilitieshulliManaging all elements of Emergency Medical Assistance service delivery professionally and in line with company procedures Key responsibilities include (but not limited to) Inbound & outbound call handling case management diary management customer education third party referrals and customer outcome managementliliActing as an ambassador for excellent customer service deliveryliliManaging telephony and case handling Service Level Agreements as part of a wider teamliliLogging relevant details on the case management systems ensuring the calls are handled appropriately within policy and processliliReferring cases outside own level of authority through the correct escalation processliliDelivering against agreed service standards by maintaining high levels of incident maintenance which includes accurate estimations of costsliliAdhere to set procedures at all times keeping fully aware of ALL schemes handledliliInforming and updating the relevant Claims Handlerunderwriter in line with policyliliKeeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and informationliliProviding regular updates in a timely manner to operational management on high profile and cost cases highlighting high risk (medically or reputational) cases to your line managerliliIdentify the nature of the clients needs through effective questioning and listeningliliProcessing and analysing information in order to diagnose problems and asses the needs of the clientliliWhere applicable referring clients to Senior Coordinators or Team Managers for further support liliProviding suitable alternatives and direction to clients to help resolve their problemliliAccurately maintaining the information recorded on the case handling systemliliSetting clear customer expectations and signposting Clear timelines for next steps meeting agreed customer update timings and handholding the customer through their journey with usliliProvide a high level of quality through your service delivery in line with AQUA measures and targetsliliIdentifying and handling customer complaints in line with company guidelines to meet FCA requirementsliliSharing experience knowledge and expertise with colleagues to ensure the best service is delivered at all timesliliParticipating in and completing any other duties as appropriate and as requiredliliBe responsive and empathetic to the needs of colleagues and clientsliliCommunicate professionally employing excellent listening skills liliBuild relationships with clients quickly over the telephone and respond respectfully and positively to the clients needsliulh hhPerson specificationhulliDecision maker liliEffective time manager and a person who can prioritize liliExcellent communication skills both verbal and written liliCan do will do attitude liliFocused behavioural style compatible to the Collinson business ethos liliAbility to take ownership of problems and resolve them liulh hhSkills requiredhulliMedical Assistance or Insurance experience liliFluency in a second European language an asset but not essential liulhKey ContactshulliMedical Operations Team liliTeam Managers liliCost Containment Team liliInternal and External customersliulhWorking PatternhpThe Assistance Coordinator will be required to work hours per week operational requirements may require flexibility in working hours and shift length Working hours will be rostered across days a week hours per day Flexibility to work hours at the weekend and Bank Holidays is also requiredppemembremCollinson is an equal opportunity employer and welcomes differences in all their forms including colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our ongoing success emppemWe are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work Our company values are Act smarter Do the right thing One team and Be insight led These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients emppemIn your application please feel free to note which pronouns you use (For example sheherhers hehimhis theythemtheirs etc)emppemIf you need any extra support throughout the interview process then please email us at a @collinsongroupcomaemppWe also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices Our Beacons will be your point of contact if you or someone you know needs supportp