Customer Service Representative - Overnight Shift

• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you’ll be doing.

Job Summary:

The role of Customer Service Representative/ Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints.

Principal Duties and Responsibilities:

• Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers.

• Adhere to quality, availability, and productivity expectations to ensure individual and departmental success.

• Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.

• Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.

• Follow all established GMMI Client Specific Procedures and Standard Operating Procedures.

• Responsible for daily work and timely follow-up on active cases assigned.

• Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts.

• Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.

• Handle Protected Health Information in accordance with HIPAA/Information Security requirements.

• Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime.

• Understand business concepts including, but not limited to cost containment practices, logistics planning, case flows and claims processing cycles.

• Participate in individual, group and client training, complete mandatory company training within deadlines.

• Manages personal email inbox to stay informed of company and departmental updates.

• Any additional tasks assigned by management.

Required / Desired Knowledge, Experiences and Skills:

• Experience in handling high volume of interactions including call and email volumes.

• Advanced computer literacy and internet research skills.

• Ability to work in fast-paced environment, great prioritization, and time management skills.

• Professional and positive interaction with clients, patients, providers, and colleagues.

• Must represent the organization in a professional and knowledgeable manner.

• Insurance benefits administration (Travel/Health insurance).

• Minimum one year experience working within the healthcare or insurance industry.

• Geographical awareness.

• MS Office (Word, Excel, PowerPoint, and Outlook).?

Preferred:

• Customer Service experience in (medical) assistance preferred.

• Basic medical terminology: knowledge of US/International healthcare systems.

• Excellent verbal and written communication skills; fluent English required. Spanish preferred.

• Multilingual (i.e., Spanish, German, French, Japanese).

Education/Certifications:

Requirements:

• High School Diploma or Equivalent (GED) required.

Where you’ll be doing it.

This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after the successful completion of a 90-day on site training period.

When you’ll be doing it.

This department is open 7 days per week. Position requires ability to work nights and weekends as required. Occasional overtime may also be required according to business need.

Apply today to begin your next chapter.

Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.