Customer Service Coordinator

Job Description

If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on..

We are looking to recruit candidates with great Customer Service skills to work as Assistance Coordinator in our Healix Government (HMG) Contract team, based in Esher.

Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.

As a result we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.

In this role, the main purpose is to :

Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.

Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.

Hours :

4 days per week giving a week total of 36 hours

full-time shift basis including weekends and in line with business requirements.

The shift times vary between 8am and 10pm, with a 30 min lunch break.

About The Role

KEY ACTIVITIES AND RESPONSIBILITIES

• Handle calls with empathy and focus on customer needs through effective questioning and listening. Document calls accurately.
• Ensure written communication is clear, concise, and relevant, with easy-to-follow actions and notes in the Case Management System.
• Develop care plans with the medical team and provide payment guarantees for HMG staff and dependents.
• Monitor ongoing cases based on medical team direction, ensuring support is appropriate, considering local facilities, patient needs, and cost.
• Prioritize workload to address the most urgent cases promptly.
• Provide repatriation support with the medical team to ensure safe, cost-effective travel.
• Liaise with HMG clients to address costs, welfare issues, and case escalations. Ensure cost comparisons are accurate and comprehensive.
• Escalate urgent matters to Senior Coordinators and Operations Managers when needed.
• Share knowledge and expertise with colleagues to ensure top service.

The ideal candidate will have strong case management skills, understanding medical matters, and applying HMG policies effectively.

REQUIRED SKILLS AND EXPERIENCE

We seek a candidate with :

Foreign language skills are a plus but not required.

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers : experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same : we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Desired Criteria

Required Criteria

Closing Date Friday 21st March, 2025