Operations Specialist

About the role

The International Operations Specialist (Trainee to Level III) 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.  Position is responsible for conforming to MedAire's quality system procedures as documented.

Key responsibilities

•    Receive, process, coordinate, and document 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 which may be encountered either directly or indirectly while in the performance of the job in strict confidence in accordance with HIPAA, GDPR 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, guarantee 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, establishes customer's needs through questioning.
•    Demonstrate a "can do" and professional attitude when servicing customers, clients with the objective of exceeding expectations with the service provided.
•    Demonstrate a "can do" and professional attitude when working with fellow associates.

Competencies Required

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 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 - ability to multi-task, using multiple computer monitor

Experience and Qualifications

Required Work Experience 
•    Experience working in a call center environment
Required Qualifications 
•    Graduate in any stream.
Required Languages
•    English
•    Second language proficiency preferred
Travel / Rotation Requirements
•    Should be open to travel and deployment.
•    Flexible Work Schedule - operation is open around the clock 365 days a year in a call center environment.  The schedule is 3 days per week and can change from month to month.