Assistance Coordinator (Day and Nightshift) at AXA Partners in Remote

Summary: AXA Partners is a dynamic contact centre company that supports customers during critical moments. The Assistance Coordinator role involves handling inbound calls and emails, providing empathetic support, and collaborating with teams to resolve issues related to medical assistance.

Responsibilities:
- Handle inbound calls and emails from members requiring medical and non-medical assistance while reviewing information across multiple systems
- Provide attentive, empathetic support to members in high-stress situations, demonstrating strong communication and problem-solving skills
- Document all interactions accurately in case and claim management systems, including follow-up actions and service fees
- Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination
- Interpret insurance benefits and assist members with medical evacuations, repatriations, and coordination of complex transportation services
- Participate in ongoing training, coaching sessions, and quality reviews to maintain high service standards
- Manage a high volume of calls efficiently, balancing workload while maintaining professionalism and compliance with SLAs

Required Qualifications:
- An associate's degree or equivalent, or at least six months to one year of related experience
- Strong communication skills, both written and verbal, with a professional and positive demeanor
- Ability to manage stress effectively and multitask in a fast-paced, high-pressure environment
- Basic knowledge of geography, cultures, and languages to enhance member interactions
- Critical thinking and problem-solving skills to assist members with complex situations
- A proactive attitude with enthusiasm for delivering excellent customer service

Required Skills: Case management systems, Claim management systems, Insurance benefits interpretation, Medical evacuation coordination, Repatriation coordination, Transportation services coordination, Geography knowledge

Benefits: Monthly Performance based discretionary Bonus, 20 days Annual Leave (rising to 25 days based on length of service), 8 Paid Company Holidays, Medical, Dental, Vision and Life Insurance, HSA, FSA and HRA available + Employer Contribution, 401(k) Pension Plan & Employer match, Paid Parental Leave, Education Reimbursement, Two different shifts to choose (Hybrid Work - 3 days in the office per week). Night shift remote after training period