Job Description
Overall Purpose:
The Operations Coordinator, Compass is responsible for fulfilling or coordinating all types of assistance requests originating through the beneficiaries of Compass A&H Business Travel policies. Work in close collaboration with Compass medical specialists, and where required, the Intl.SOS Assistance and Aspire Lifestyles Centers, to deliver high quality service, through efficient and cost-effective case management that is aligned with the beneficiaries’ contracted insurance policy.
Key Responsibilities:
- Provide empathetic quality service to Compass A&H’s customers
- Update all cases with the appropriate documentation
- Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken
- Handle cases and phone calls in an efficient manner, per the Compass protocols and any client specific Standard Operations Procedures
- Accurately notifies Compass A&H as defined by agreed protocol and Standard Operations Procedures
- Acts as the first point of contact for new and existing cases and serves as the voice of Compass
- Maintains all cases in accordance with Compass policies and procedures
- Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases
- Activates Aspire Lifestyles for Concierge assistance cases
- Ensure the medical team is aware of all actions required during the shift
- Works with Supervisor / Operations Manager and Security staff for all security related issues
- Maintains confidentiality of all patient and/or client information
- Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
- Maintains the transmission document in a clear, accurate and concise format with the correct plan of action for hand over to the next shift
- Actively participates in all transmission sessions with input regarding case actions and direction
- Escalates all complaint or perceived complaint cases to the Operations Manager immediately
- Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases
- Arrive on time for all scheduled shifts, understanding the importance of teamwork in order for all to be successful in daily mission accomplishment.
Required Skills:
- Customer service oriented
- Team player
- Identifies and acts on potential problems and / or difficulties
- Demonstrates effective problem-solving skills and lateral thinking
- Takes initiative, demonstrates responsibility
- Ability to work under pressure, multi-task and prioritize in a timely and effective manner
- Ability to write, speak and listen effectively
Required Work Experience:
- Customer Service
- Work Experience Preferences: Banking, Insurance, Teaching (a second language), NGO
Required Languages:
- Fluent English
- Fluent Spanish
Job Tags
Work experience placement, Immediate start, All shifts, Shift work,