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Job Description

Emergency Assistance Associate

Location Kitchener, ON Canada (On-site)
Type of project Administration, Business consulting & Finance Administrative Assistant, Customer service, Financial Services/ Insurance
Duration ongoing
Education required College/University
Years of experience
    Less than 2 years
Area of Specialization Business
Languages required N/A
2019-09-30 Workhoppers Kitchener ON
In a 24/7 operation, our caring and compassionate Emergency Assistance Associates are hard at work providing critical support to our customers who are often experiencing travel emergencies that require immediate medical attention. Their main objective is to make sure that our clients are taken care of, provide them with emergency travel assistance, and ensure they are receiving the proper care and attention along the way.

Please note, you will be required to work rotating shifts of 6am - 2pm, 9am – 5pm, 11am – 7pm and 4pm – midnight every two weeks.

You are great at:

- Working with medical and non-medical cases to assist clients throughout their medical emergency or with other service needs
- Providing pre-trip assistance and answering pre-trip questions relating to emergency procedures and policy inquiries
- Collaborating with other departments to verify information and obtain approval for medical services, and invasive or investigative procedures
- Providing medical referrals to clients in conjunction with our provider networks to maximize full cost containment opportunities
- Placing outgoing calls to arrange billing with medical referrals, ensuring a smooth payment process from start to finish for our clients
- Receiving incoming calls about current cases, while ensuring that the case notes are up to date and an appropriate action plan has been set for the case manager to act on
- Interpreting policies and explaining benefit coverage and limitations to ensure clients are fully informed and have all of the information they need
- Guiding clients through the navigation of websites for online content and claim submission
- Providing assistance with translations using an interpreter if necessary

What it takes:

- A minimum of 6 to 12 months of experience working in a customer service related function
- A keen eye for detail and multi-tasking abilities – you can juggle multiple priorities while capturing the little details along the way
- Superb verbal and written communication
- The ability to use initiative and independent judgment in solving customer problems – you are a problem solver and can think on your feet
- We are always looking for bilingual talent, so if you speak French or Spanish, let us know

What we offer you

- The opportunity to build a long-term and successful career for yourself in the insurance industry
- A competitive salary which includes a number of specialty premiums reflecting the work you do
- A Referral Program that rewards you for referring your qualified friends and family
- Employee discounts at a wide variety of retailers and services
- The opportunity to grow with a large, global organization

All successful candidates must be able to pass an Enhanced Reliability Check performed by the Government of Canada.

Specific schedule:
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