Job Description
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
ย Field questions through inbound calls and emails while reviewing information across multiple systems.
ย 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.
ย Utilize critical thinking & problem solving to assist members in complex situations.
ย Excel in customer service by displaying empathy, attentiveness and eagerness to the member & situation at hand.
ย Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations.
ย Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels.
ย 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
ยท 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
ย Basic knowledge of geography as well as a respect for a diversity of cultures, languages, and people.
ย Strong stress management skills and ability to multitask in a fast-paced environment.
ย Professional level written and oral communication skills.
ย Positive demeanor and enthusiasm to deliver service excellence.
What We Offer:
At AXA Partners US, weยre appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive:
ย Hourly salary: $20 USD + 15% for nightshift
ย Monthly Company & Performance based discretionary Bonus.
ย Nightshift: working 4 days a week, 10 hours a day.
ย Remote Work from Illinois.
ย 20 days Annual Leave (rising to 25 days based on length of service)
ย 8 Paid Company Holidays
ย Medical, Dental, Vision and Life Insurance
ย HSA, FSA and HRA available + Employer Contribution
ย 401(k) Pension Plan & Employer match
ย Paid Parental Leave
ย Education Reimbursement
Job Type: Full-time
Pay: $20.00 per hour
Expected hours: 40 per week
Work Location: Remote
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