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

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