Specialist, International Operations

Overall Purpose of The Job

The International Operations Specialist is responsible for global medical and travel assistance services through effective case management to clients, customers, and corporate members.  The job includes processing all client requests for medical and security assistance/advice and/or travel assistance in accordance with company and department policies.  The position is responsible for conforming to MedAire's quality system procedures as documented.

Key Responsibilities

• Receives, processes, coordinates, and documents all incoming requests for medical, travel, and security assistance from MedAire's clients in accordance with current procedures and protocols.
• Responsible for maintaining strict confidentiality of all information.
• Maintain all client information that may be encountered either directly or indirectly while in the performance of the job in strict confidence in accordance with HIPAA and/or any other pertinent confidentiality regulations.
• Action incoming faxes, emails, and correspondence pertaining to active and/or closed cases.
• Maintain open communication channels with team members, clients, and other MedAire and International SOS center employees when dealing with case management.
• Schedule and confirm arrangements for customers in a seamless process, ensuring that costs are verified, guarantees issued, and that the client is aware of all details of the scheduled arrangements.
• Answer incoming calls for new and existing cases within the required timeframe, and establishes customers needs through questioning.
• Demonstrate a "can do" and professional attitude when servicing customers, and clients with the objective of exceeding expectations with the service provided.
• Demonstrate a "can do" and professional attitude when working with fellow associates.

Required Skills and Knowledge

• Good knowledge of Commercial/Business Aviation and Maritime clients.
• Excellent interpersonal and communication skills.
• Adaptable to constant change.
• Ability to read and write effectively.
• Cultural sensitivity and awareness and demonstrated ability to work in a multi-lingual, multi-cultural environment.
• Must be able to sit for extended periods.
• Must be able to use hands.
• Must be able to speak and hear utilizing telephones and headsets.
• Must be able to read computer and written documents.

Required Competencies

• Teamwork - demonstrated effective interpersonal skills.
• Effective Communication - demonstrated effective communication skills including verbal and written skills.  Proven ability to comprehend and/or write documents and correspondence.
•  Problem-Solving - proven analytical and problem-solving skills.
• Time Management - proven ability to manage multiple priorities as needed.
• Strong sense of accountability and ability to work under pressure
• Customer Focus - documented customer service experience required.  Minimum one year of demonstrated effective customer service or response center experience.
• Technical Knowledge - demonstrated MS Outlook, Word, and Excel competency; demonstrated typing and data entry competency.
• Multi-tasking - the ability to multi-task, using multiple computer monitors

Required Work Experience

• Experience working in a call center environment

Required Qualifications (Brief description of the educational background needed to perform the job)

• High school diploma or general education degree (GED) or equivalent.

Required Languages (Brief description of the language skills needed to perform the job)

• English
• Second language proficiency preferred

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• Be able to rotate from the Global Response Center in Phoenix to the MedLink Call Center at Good Samaritan Medical Center, as needed or required.
• Flexible Work Schedule - operation is open around the clock 365 days a year in a call center environment.  The schedule is 3 days/nights per week and can change from month to month.