Global Operations Coordinator

About this role

Who We Are Looking For

Crisis24 is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm and has recently expanded its operations, with Medical Assistance added to its Integrated Risk Management portfolio of services. With a combined expertise covering 55 years, we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.

• Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, as well as expatriates worldwide, supporting our clients in managing the risks to their global travelling populations and domestic workforces
• As a Global Operations Coordinator (GOC), you are part of the Global Operations Coordinator first-call capability in a fast-paced environment, handling all inbound contact from our customers, clients and stakeholders, including calls and emails. You are the first point of contact and “face” of Crisis24, responsible for professionally and efficiently assisting those who contact us
• To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively
• The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls, enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management

What You Will Work On

• Managing all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but are not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison
• As the initial “face” of Crisis24, you are an ambassador for professional customer service delivery and operational excellence
• Adhering to telephony, email and case handling Service Level Agreements
• Opening all new cases in the Crisis24 case management system, ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and ensuring the integrity of data captured
• Seamlessly triaging calls and interfacing with other teams, including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders
• Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management
• Monitoring and managing the 24/7 email inbox
• Managing claims and billing queries (calls and emails)
• Updating dedicated client SOPs and returning to the client/account manager
• Prepares case management reports for clients to document actions undertaken
• Prepares monthly reports for clients to be sent by the 10th business day of each month
• Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day
• Supporting case management and closure on the Medical Specialist team’s agenda
• Be responsive and empathetic to the needs of clients, customers and colleagues
• Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer

Who You Will Work With

You will work as part of a team in a fast-paced environment, handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travellers and expatriates, often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, to pre-trip medical and travel advice, booking a GP appointment, claims advice and billing queries through to a request for evacuation or repatriation.

What You Will Bring

• Professional communication skills- verbal, written and interpersonal
• Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic
• Ability to work well under pressure in a fast-paced environment and multitask
• Effective time management and the ability to prioritise workload
• Solid understanding of the Crisis24 suite of service offerings and how we deliver them, or the ability to acquire understanding
• Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service
• Fluency in another European/ Asian language is an asset, but not essential

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