Senior Customer Services Executive (Medical Assistance- 2 pax)

Job Responsibilities

To provide medical assistance as following: Medical advice from International SOS doctors, Referrals for medical or dental treatment, Help to obtain medication and medical equipment, Medical monitoring, Assistance with appointments and ambulance transportation, guaranteed payment of employer approved medical expenses, Emergency medical evacuation/ repatriation, Compassionate visit and family travel assistance , Repatriation of mortal remains

Manage cases in line with the key directive of Assist First, Verify Later 

Demonstrate a can do and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided 

Demonstrate an understanding of all key clients Operations and Billings Procedures 

Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures 

Manage cases with a view to moving them forward in the best interests of the member and client

Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members and clients

To be the first point of contact for members, end users, clients, service providers and colleagues 

Ensure incoming calls are answered promptly, appropriately and courteously

Ensure inbound requests are handled in timely efficient manner 

To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover

Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients

Escalate cases and requests as per company protocols

Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner

Organise the full range of medical and security services for clients, utilising the internal resources of International SOS and external correspondents where necessary 

Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members

Positively promote International SOS to other organisations

Carry out any other reasonable duties as requested by the manager

Participate in the development and maintenance of a safe and healthy workplace

Undertake all mandatory OH&S training as required

Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures

Co-operate with management in its fulfilment of its legislative obligations

Take reasonable care to ensure their own health and safety and the safety of others

To report any injury, hazard or illness as soon as possible to their supervisor