Position Purpose and Description
Deliver personalized service and support to clients; assumes a proactive
approach to delivering exceptional support and service to coordinate travel and
medical assistance services. Identifies and resolves Client’s policy questions,
concerns or complaints with a sense of urgency in order to ensure customer
satisfaction.

Expected Outcomes & Actions
Some of the main daily duties and responsibilities are, but not limited to:
1. Direct communications with customers, clients, providers and potential
clients via phone, email and any type of communication.
2. Documentation of all calls or communications in the members record
3. Confirmation of benefits and eligibility information to members
4. Ensure that providers send claims to GEM for processing and/or payment
and that only the correct amounts are collected from the patient
(deductible, co-payments, etc.) Assignment of benefits
5. Provide referrals to in network providers to all members, clients and
sometime other providers, confirmation of participation of a specific
provider in the network. Steer callers to in network facilities/providers to
generate higher revenue.
6. . Follow up until completion on all issues that are not resolved on the initial
contact, keep parties up dated on steps and actions taken.
7. Coordination of medical appointments, this, in most cases, include
locating and contacting several participating providers who have the
availability and suit the patient’s preferences concerning location,
language.
8. Send Guaranty of Payment (Adjudication of a claim) to a Provider to
secure a cashless experience for the customer
9. Provide General Concierge VIP assistance when member is traveling, loss
baggage, change of reservations, locate embassy, welcome contact,
restaurant reservations, etc.

10.Coordinate the medical evaluation of in-patient cases with the company’s
doctor on duty, arranging all tasks needed and taking into account the
necessary specifications to make sure client is receiving proper care
11.When necessary arrange for the repatriation of Mortal Remains
12.Make medical transportation arrangements, Commercial Airline, Air
Ambulance, Ground Ambulance, etc
13.Provide guidance with international medical systems- hospital billing, etc
14.Act as interpreter and/or provide written translations when necessary
15.Delivers personalized customer care to Policy holders by resolving issues
personally, regardless of the question or problem, follows the case until
the client no longer requires any assistance, calls back with information or
resolution within set deadlines, exceeding customer expectations.

KSA (Knowledge, Skills and Abilities/Attitudes)
• Must possess critical thinking skills as well as the ability to manage time
efficiently.
• Must be able to gather the information necessary to assist customers.
• Always be sharp and alert.
• Needs to communicate well with co-workers (verbal and written).
• Knowledge of phone manners, etiquette and protocols.
• Professionalism.

Requirements and Qualifications
• High school diploma or equivalent + requires 3 or more years of
experience in related field.

• Bilingual

•Able to understand, interpret and explain policies and procedures as well
as knowledge of commonly used concepts, practices and procedures in
the field.
•Ability to deal with irate customers and complaints while maintaining
composure and control of the situation.