ASSISTANCE COORDINATOR

ASSISTANCE COORDINATOR
About the position
The Assistance Coordinator is responsible for providing medical and non-medical assistance services to travelers and patients, managing requests through inbound emails. This role requires strong customer service skills, critical thinking, and the ability to handle high-stress situations while adhering to performance metrics and quality standards.
Responsibilities
Handle written requests and emails.
Handle both incoming and outbound calls.
Perform immediate work to document in case & claim management systems, outreach to different entities, manually add all applicable charges and update all parties involved.
Utilize critical thinking & problem solving to assist patients in complex situations.
Excel in customer service by displaying empathy, attentiveness, and eagerness to the patient & situation at hand.
Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations.
Work with clients to identify and resolve client, patient and provider issues while utilizing proper escalation channels.
Learn about and assist with coordinating care and complex transportations to evacuate patients needing a higher level of care including repatriation for medical necessity.
Requirements
Working experience of at least 1 year in a relevant sector.
Bachelor’s degree in business administration or related field.
Excellent use of Microsoft Office and familiarity with internal CRM applications.
Shift work.
Ability to work effectively independently and collaboratively.
Strong stress management skills and ability to multitask in a fast-paced environment.
Professional level written and oral communication skills, both in Greek and English.
Positive demeanor and enthusiasm to deliver service excellence.
What we offer:
The opportunity to work in a fast-paced environment of a leading assistance company with international activity and a strong team culture
Competitive remuneration package
Continuous learning and career growth opportunities