Assistance Coordinator Nightshift (Remote from Illinois)

Position Summary This position is responsible for providing medical and non-medical assistance services to... travelers outside his/her home as outlined in the policy guidelines. This consists primarily of fielding and managing requests via inbound phone calls and emails. Role and Responsibilities • Field questions through inbound calls and emails while reviewing information across multiple systems. • Perform immediate after call work to document in case & claim management systems, outreach to different entities, interpret & apply insurance benefits, manually add all applicable service fees and update all parties involved. • Utilize critical thinking & problem solving to assist members in complex situations. • Excel in customer service by displaying empathy, attentiveness and eagerness to the member & situation at hand. • Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations. • Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels. • Learn about and assist with coordinating care and complex transportations to evacuate members needing a higher level of care including repatriations for medical necessity and mortal remains. Major Challenge This role requires agents to balance a large workload with a high volume of inbound calls & emails to provide assistance to callers in high stress and time sensitive situations (including medical emergencies) and maintain clear communication with a variety of clients. Agents will need to anticipate next steps and be proactive in finding the most suitable solution. Qualifications Education, Experience, and Knowledge / Skills / Abilities · Minimum Education Requirements: Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Knowledge, Skills, and Abilities • Basic knowledge of geography as well as a respect for a diversity of cultures, languages, and people. • Strong stress management skills and ability to multitask in a fast-paced environment. • Professional level written and oral communication skills. • Positive demeanor and enthusiasm to deliver service excellence. What We Offer: At AXA Partners US, we’re appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive: • Hourly salary: $20 USD + 15% for nightshift • Monthly Company & Performance based discretionary Bonus. • Nightshift: working 4 days a week, 10 hours a day. • Remote Work from Illinois. • 20 days Annual Leave (rising to 25 days based on length of service) • 8 Paid Company Holidays • Medical, Dental, Vision and Life Insurance • HSA, FSA and HRA available + Employer Contribution • 401(k) Pension Plan & Employer match • Paid Parental Leave • Education Reimbursement Job Type: Full-time Pay: $20.00 per hour

Expected hours: 40 per week

Work Location: Remote

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