Assistance Coordinator

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.

Your Profile

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.

Qualifications :

Knowledge, Skills, and Abilities

Preferred Education, Knowledge, Skills and Abilities : Bachelor’s Degree in international studies, foreign language, business or related field preferred.

Conversational second language preferred.

Medical terminology or insurance certification

Both Shifts : About AXA

AXA Group is the worldleader in insurance and asset management. We protect and advise our clients atevery step in their lives, by offering products and services which satisfytheir needs in the areas of insurance, personal protection, saving and assetmanagement. AXA is the leading insurance brand worldwide, with over 100 millionclients. We are transforming from payer to partner for our client, with astrong focus on risk prevention.

Our mission : Empower people to live a better life.

Our values : Customer First, Courage, Integrity and One AXA.

About the Entity

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

What We Offer

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertis,. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.