Assistance Coordinator

4 weeks ago


กรงเทพมหานคร, Thailand Euro-Center Full time

|EURO-CENTER Bangkok - 2023-01-10|

**Description**:
**PURPOSE OF THE JOB**:
Assistance coordinator’s main task is to handle a customer service orientation and independent decision-making skills to assess and interpret the needs of the customers and to deliver efficient, cost
- effective solutions to meet customer’s needs.

Working within the Team, the Assistance coordinator will increase efficiency by organizing needed help within the given framework of internal rules and regulations, policy conditions and Managers’ instructions.

**MAIN RESPONSIBILITIES**:
**_Main responsibilities include but not limited to the following: (The following list may not include all the duties assigned)_**:

- Answer incoming calls from policyholders, hospitals, agents and customers (insurance companies) on a 24/7 shift rotation basis
- Log in telephone call information correctly and in the right place in the internal computer program, in an efficient and standardized way.
- Create case files
- Check policyholder’s details as per the first call procedure
- Have a good knowledge of all products and be able to fast and efficiently check limits of medical coverage for patients within their insurance policies
- Be able to correctly use ICD codes for registration of cases
- Be able to identify inconsistent patterns, or possible cases of suspicious or fraudulent behavior and bring it to the attention of AM or Deputy AM.
- Identify missing documents, and be able to address the relevant party to organize the missing documents
- Communicate with policyholder, provider or customer (insurance company) to request additional information
- Be able to respond to oral and written complaints and enquiries, making use of all language skills
- Coordinate all logistic arrangement locally or internationally
- Participate in cost containment by performing review of cases if it is required by Assistance management
- Refer to Medical Advisors if require clarification of hospital charges and treatments
- Be able to inform state of case clearly and to the point during assistance briefings
- Assist other team members, including the claims department, as necessary, for phone call, e
- mail, and case handling needing specific language expertise
- Participate in orientation programs for customers and new products
- Participate in in-house trainings
- Provide summary of activities during weekly meetings
- Close coordination with Euro-Alarm Prague and other alarm companies
- Prepare invoices for payment to suppliers (bunches) and policy holders (walk in)
- Be able to escalate case to correct party according to office procedures
- Be able to understand provider network structure and identify preferred providers in different countries
- Be able to understand service scopes with different customers (insurance company)
- Be able to understand Euro-Center group and service scopes when handling cases in other EC’s cover area

**POSITION PROFILE**:
**Education / knowledge and experience**:

- Knowledge of GBS (in our case Amadeus) - at least basic level.
- Good geographical and political knowledge.
- Good awareness of provider´s network, assistance work and relationships between all involved parties in assistance business.
- Computer literate
- Strong communication skills
- Good sense of imagination (when creating possible transport scenarios) - the ability to see transport complexity and its small parts in once
- Ability to work well under pressure
- Willingness to learn and discover new things, facts and rules and being able to coordinate it in accordance with company´s procedures
- Ability to prioritize
- Good team player

**Language skills (requirements)**:

- English - on a very good written and speaking level.
- Second foreign language on the same level is an advantage.
- Any other language is highly appreciated.

Euro-Center (Thailand) Co., Ltd. - Thailand
Spring Tower Building, 22nd floor, Unit 6-10
Phayathai Road, Ratchathevi, TH - 10400 Bangkok



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