ASSISTANCE COORDINATOR

About the position

The Assistance Coordinator is responsible for providing medical and non-medical assistance services to travelers and patients, managing requests through inbound emails. This role requires strong customer service skills, critical thinking, and the ability to handle high-stress situations while adhering to performance metrics and quality standards.

Responsibilities

• Handle written requests and emails.
• Handle both incoming and outbound calls.
• Perform immediate work to document in case & claim management systems, outreach to different entities, manually add all applicable charges and update all parties involved.
• Utilize critical thinking & problem solving to assist patients in complex situations.
• Excel in customer service by displaying empathy, attentiveness, and eagerness to the patient & situation at hand.
• Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations.
• Work with clients to identify and resolve client, patient and provider issues while utilizing proper escalation channels.
• Learn about and assist with coordinating care and complex transportations to evacuate patients needing a higher level of care including repatriation for medical necessity.

Requirements

• Working experience of at least 1 year in a relevant sector.
• Bachelor’s degree in business administration or related field.
• Excellent use of Microsoft Office and familiarity with internal CRM applications.
• Shift work.
• Ability to work effectively independently and collaboratively.
• Strong stress management skills and ability to multitask in a fast-paced environment.
• Professional level written and oral communication skills, both in Greek and English.
• Positive demeanor and enthusiasm to deliver service excellence.
  
  

What we offer:

• The opportunity to work in a fast-paced environment of a leading assistance company with international activity and a strong team culture
• Competitive remuneration package
• Continuous learning and career growth opportunities