Emergency Medical Assistance - Call Handler/Agent at Collinson

Main Responsibilities

• Opening all emailed cases and escalating to operations if further management required.
• Delivering an efficient and professional service for all cases following the correct procedures
• Effective maintenance and use of the call handling system.
• Verification of travel insurance policies including medical declarations, recording and escalating as necessary.
• Referring cases outside own level of authority upwards following the correct escalation process.
• Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
• Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
• Directing first calls appropriately to insurance, claims handler or operations.
• Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
• Identify the nature of the client’s problem through effective questioning and listening.
• Processing and analysing information in order to diagnose problems and asses the needs of the client.
• Where applicable, referring clients to the main Operations Team, Team Managers or Operation Managers for further support.
• Alternatively providing suitable information and direction to clients to help resolve their problem.
• Accurately maintaining the information recorded on the case handling system.
• Handling and resolving customer complaints in a manner which maximises customer satisfaction, escalating where necessary.
• Delivering the service to agreed service levels and quality standards.
• Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
• Participating in and completing any other duties as appropriate and as required.

Job Requirement (Person Spec)

• Decision maker 
• Effective time manager and a person who can prioritize 
• Excellent communication skills – both verbal and written 
• Can do will do attitude. 
• Focused behavioural style compatible to the Collinson business ethos 
• Ability to take ownership of problems and resolve them 

Job Requirement (Skill Set)

• Medical Assistance or Insurance experience (ideal)
• Proven experience in a Claims/Customer service role (Phone based)
• Fluency in a second European language an asset but not essential 

Key Contacts

• Medical Operations Team 
• Team Managers 
• Cost Containment Team 
• Internal and External customers