International Operations Coordinator

Description:

• LOCATED ONSITE IN SAN ANTONIO, TEXAS
• MUST BE BILINGUAL SPANISH/ENGLISH
• JANUARY START DATE

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.

Essential Job Duties and 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
  •    Executes proper use of escalation protocol without fail
  •    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 a ctions 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  
  •    Complete other tasks as directed

Requirements:

•    Team player and customer service oriented
•    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

Work Experience Preferences: Banking, Insurance, Teaching (a second language), NGO

Required Languages:
•    Fluent English
•    Fluent Spanish