Main Responsibilities

You are responsible for client communication for designated account relationships and contracts. This includes responding to clients in a timely manner, providing complete and accurate information in one go.

KEY AREAS:

• Manage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
• As part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
• Contribute to using the most efficient communication channels (phone, email, letter).
• Coordinate and ensure follow-ups for assigned contracts/clients.
• Answer client calls, provide necessary information, log the call in the system, and respond via email immediately instead of reassigning the task to the queue.
• Follow up on personal queue for cases where replies have been received.
• Take ownership of assigned emails and complete necessary actions before end of business.
• Monitor queues to ensure no calls are left unanswered or abandoned.
• Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
• Verify completeness of reimbursement documents before assigning cases to the Claims Team.
• Maintain accurate records and filing.
• Proactively optimize workflows to achieve set targets.
• Translate communications, medical reports, or other documents if needed.
• Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
• Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.

Relations to other positions

• Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
• Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
• Contribute to maintaining a cooperative and friendly working environment.
• Inform Supervisors and Senior Supervisors of problems and inefficiencies.

Required skills and qualifications

Education:

• Bachelor’s degree or Diploma in a related field.
• Minimum one year of experience in a related field (Customer Service – handling calls and responding to client emails).

Specific Knowledge:

• Primary working language: English. Fluency in at least one additional language—French, German, or Spanish—is required.

Soft Skills:

• Decision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
• Excellent communication skills.
• Accuracy: Works precisely when providing information via email.
• Discipline: Adheres to procedures, agreements, and document flows.
• Efficiency: Balances quality and quantity effectively.
• Team player: Works well in a team and provides constructive feedback.
• Computer proficiency: Quickly learns and uses office applications.
• Discretion: Handles confidential (medical) information responsibly.