Medical Assistance Coordinators

13 Feb 2017
13 Mar 2017
Contract Type
Full Time
Are you interested in working within financial services/insurance? Do you have fantastic planning and organisation skills?  Perhaps you have worked within an environment whereby you have scheduled works or transport or logistics?   Perhaps you have worked in a call based environment before but want that next step?  If so, I have a great role for you.

Our client is seeking 5 permanent members of staff to join their business on the 6th February 2017 as Medical Assistance Coodinators.  Your role will be speaking to policyholders and providing assistance in line with their medical policy.

£18,000 per annum plus a 5% shift enhancement

Contract type:

Hours of work;

Working as a part of the Medical Assistance team, you will be required to work 37.5 hours per week on a rotating shift pattern (including weekends and Bank holidays). The following times will apply:- Early shift – 07.30 to 16.00, Day shift – Between 10.00 to 18.30, Late shift – 13.30 to 22.00
Please note Some flexibility may be required to meet future business needs

Set in a modern, open plan and busy office with a good social network
Bristol central (BS1) - close to the restaurants/bars/cafe's etc
Please note that this firm do not have parking facilities available.  This site is less than a 10 min walk from Bristol Temple Meads Station and close to the bus stops.

Duties to include but are not limited to:

- Determining and planning the logistical tasks that must be completed in line with the clinical plans communicated by the medical team
- To capture all relevant case information and accurately enter details on the case management system, ensuring that cases are managed appropriately and according to process
- Arrange medical services (e.g. hospitalisation, Dr appointment etc, agreeing financial terms as necessary)
- Ensure that all logistical aspects of repatriation cases are managed appropriately (e.g. commercial flight bookings, air ambulances, ground transportation, hotel bookings, fitness to fly confirmation etc.)
- Work with suppliers and agents of all types (contracted and non-contracted) in order to ensure that the required services are provided cost-effectively
- Management of services required on deceased cases (repatriation, burial or cremation)
-  Co-ordinate assistance services with internal teams (Customer Contact, Medical Panel, Provider Teams) and ensure that they are fully updated at all times
- Ensure that costs are accurately estimated
- Understand policy terms and conditions of different insurance contracts, and to flag potential breaches of policy terms and conditions to the Coverage Assessment Team
- To ensure that necessary guarantees of payment are issued to providers
- To be responsive and empathetic to the needs of the policyholder
- Referring cases outside own level of authority upwards following the correct escalation process
- Completing administrative duties e.g. managing internal inboxes
- To review and maintain knowledge levels for the role and to keep up-to-date with operational changes.
- To ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable legislation.
- To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly)
- To be compliant with the Data Protection Act 1998.
• To support Managers to manage the key risks within your department.
• To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.

Experience/Technical Knowledge:
- Previous experience in customer services 
- Previous Assistance/coordinating experience would be advantageous
- Friendly and professional telephone manner is essential
- Fluency in English is essential
- Fluency in other languages will be a distinct advantage
- Good computer literacy
- Excellent written and verbal communication skills
- Good planning and organisation skills in order to meet timescales
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
- Ability to work as part of a team or on own initiative

If you feel that these roles could suit your needs then please do apply ASAP or email across your CV to and ring me on 01179 303010 and ask to speak to Rebecca.

I look forward to receiving your application.

Reed Specialist Recruitment Limited is an employment agency and employment busin