As part of an expanding team of administrators this role has responsibility for monitoring, triage, actioning, and delivering exceptional mailbox management on behalf of the 24/7 medical assistance team. The incoming emails range from critical and immediate requests through to retrospective requests for help and the purpose of the role is to be the "eyes and ears" for the team, identifying and working with the team to ensure emails that require time‑critical responses are identified and responded to. In addition to triage there are key areas that require administrative oversight including retrospective casework, updating cases when further information is received from cost‑containment providers (e.g. GEM), reviewing cases in order to answer account queries, opening new cases from the inbox and setting up clear information for the case managers, obtaining policy verification information, sending requests to GPs and allocating GP check responses for the case managers to assess. This is a Monday to Friday role, 35 hours per week. We are looking for candidates who are happy to come into the office but there will be opportunity to work hybrid occasionally.
Responsibilities
* Inbox triage and oversight: identify higher‑risk emails, triage all other emails, work with administrator colleagues to allocate daily tasks into priorities, prioritise and deliver the daily plan, review and deal with customer complaints in a manner which maximises customer satisfaction and escalates to colleagues in line with complaints handling policy, identify new cases in the inbox and open new cases in CMS, actively hand them to a case handler to take forwards as urgent.
* GP checks: contact GPs in line with procedure and manage the daily agenda, allocate and set appropriate action in the cases for GP check replies, review client queries on retrospective claims where GP check is not completed and update clients with case status and timeframes.
* Claim handler queries: allocate and reply to client requests for case status updates (e.g. outstanding invoices), set up and reply to client and customer emails asking for retrospective support (e.g. claim reimbursement, guarantee of payment confirmation), generate and send notification documents to insurers to provide insurance claim information, including but not limited to the expected costs for each claim.
* Finance queries: allocate and update case information with claim costs, update CMS with new case information where cases are non‑active (e.g. GEM retrospective cost updates), update clients or the Healix team (e.g. co‑ordinators, or Ops Leads, or IPT) with new information related to costs.
Qualifications & Skills
* Strong communication and interpersonal skills, both verbal and written, with the ability to work collaboratively with all employees.
* Excellent organisational skills with attention to detail in record keeping.
* Proven ability to adhere to strict timelines in delivering objectives.
* Proficiency in IT tools for documentation and communications.
* Ability to prioritise work based on urgency and risk.
* Ability to use a case management system effectively, with good attention to detail, so that when allocating emails and sending replies, the records are accurately kept.
* Excellent communicator with a high proficiency in the English language, both in written and verbal communications.
Desired Criteria
* Experience in International Medical Assistance or similar industry.
* Knowledge of European languages.
About the Company
All around the world, Healix safeguards people’s health and wellbeing. Our purpose is to help people in difficult situations - whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home. We’re co‑ordinators and problem‑solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co‑ordinators and security experts make sure that your people will be looked after, whatever happens, supported by technology designed to help individuals, not slot them into a predetermined solution. We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. Most of us are on the front line; we keep our back office lean. We never use scripts, we never time calls, and we never lose sight of the fact that we’re dealing with real people. We give our specialists the space and time they need to be effective, letting them use their initiative to get the job done. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world‑class skills. As part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Benefits
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. We invest in the continuous development of our team, offering ongoing training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
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