Overall Purpose of The Job

The Communication Specialist Executive I is responsible for global medical and travel assistance services through effective case management to clients, customers, and corporate members. The job includes processing all client requests for medical and security assistance/advice and/or travel assistance in accordance with company and department policies. The position is responsible for conforming to MedAire's quality system procedures as documented.

Key Responsibilities

• Receives, processes, coordinates, and documents all incoming requests for medical, travel, and security assistance from MedAire's clients in accordance with current procedures and protocols.
• Responsible for maintaining strict confidentiality of all information.
• Maintain all client information that may be encountered either directly or indirectly while in the performance of the job in strict confidence in accordance with HIPAA and/or any other pertinent confidentiality regulations.
• Action incoming faxes, emails, and correspondence pertaining to active and/or closed cases.
• Maintain open communication channels with team members, clients, and other MedAire and International SOS center employees when dealing with case management.
• Schedule and confirm arrangements for customers in a seamless process, ensuring that costs are verified, guarantees issued, and that the client is aware of all details of the scheduled arrangements.
• Answer incoming calls for new and existing cases within the required timeframe, and establishes customers needs through questioning.
• Demonstrate a "can do" and professional attitude when servicing customers, and clients with the objective of exceeding expectations with the service provided.
• Demonstrate a "can do" and professional attitude when working with fellow associates.

Required Skills and Knowledge

• Good knowledge of Commercial/Business Aviation and Maritime clients.
• Excellent interpersonal and communication skills.
• Adaptable to constant change.
• Ability to read and write effectively.
• Cultural sensitivity and awareness and demonstrated ability to work in a multi-lingual, multi-cultural environment.
• Must be able to sit for extended periods.
• Must be able to use hands.
• Must be able to speak and hear utilizing telephones and headsets.
• Must be able to read computer and written documents.

Required Competencies

• Teamwork - demonstrated effective interpersonal skills.
• Effective Communication - demonstrated effective communication skills including verbal and written skills. Proven ability to comprehend and/or write documents and correspondence.
• Problem-Solving - proven analytical and problem-solving skills.
• Time Management - proven ability to manage multiple priorities as needed.
• Strong sense of accountability and ability to work under pressure
• Customer Focus - documented customer service experience required. Minimum one year of demonstrated effective customer service or response center experience.
• Technical Knowledge - demonstrated MS Outlook, Word, and Excel competency; demonstrated typing and data entry competency.
• Multi-tasking - the ability to multi-task, using multiple computer monitors

Required Work Experience

• Experience working in a call center environment

Required Qualifications (Brief description of the educational background needed to perform the job)

• High school diploma or general education degree (GED) or equivalent.

Required Languages (Brief description of the language skills needed to perform the job)

• English
• Second language proficiency preferred

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• Be able to rotate from the Global Response Center in Phoenix to the MedLink Call Center at Good Samaritan Medical Center, as needed or required.
• Flexible Work Schedule - operation is open around the clock 365 days a year in a call center environment. The schedule is 3 days/nights per week and can change from month to month.