This position is responsible for providing medical and non-medical assistance services to travelers outside his/her home as outlined in the policy guidelines. This consists primarily of fielding and managing requests via inbound phone calls and emails.
Summary of Role and Responsibilities
Field questions through inbound calls and emails while reviewing information across multiple systems.
Perform immediate after call work such as documenting in case and claim management systems and manually adding all applicable service fees.
Adhere to performance metrics to meet contractual service level agreements.
Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels.
Liaise with clients via phone, email or fax to obtain specific approval or authorization for precertification and to determine accurate and valid coverage information. Interpret and apply insurance benefits.
Learn about and assist with coordinating care and complex transportations to evacuate members needing a higher level of care including repatriations for medical necessity and mortal remains.
Participate in training, coaching, or individual feedback sessions with management and quality team.
All agents must maintain company quality standards pertaining to accuracy of information provided, adherence to scripting and tone/attentiveness.
This role requires agents to balance a large workload with a high volume of inbound calls in order to provide assistance to callers in high stress and time sensitive situations (including medical emergencies) and maintain clear communication with a variety of clients.
Education, Experience, and Knowledge / Skills / Abilities
Minimum Education Requirements:
Associate's degree or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills, and Abilities
Basic knowledge of geography as well as a respect for a diversity of cultures, languages, and people.
Strong stress management skills and ability to multitask in a fast-paced environment.
Professional-level written and oral communication skills.
Preferred Education, Knowledge, Skills and Abilities:
Bachelor’s Degree in international studies, foreign language, business or related field preferred.
Conversational second language preferred.
Medical terminology or insurance certification.
Work is performed within an office environment, with standard office equipment available.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit for extended periods of time; use hands to finger, handle, or feel the computer; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
NOTE: AXA participates in the E-Verify program.
In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.
AXA is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.
AXA Assistance is a worldwide leader in emergency travel assistance and has grown to 38 offices around the globe. Services now include emergency medical assistance, managed care, concierge and travel services. Regardless of how our company has grown, our business focus remains the same: to best use the knowledge and customer service skills of our employees to exceed the expectations of our clients.