International Operations Coordinator

Description:

• LOCATED ONSITE IN SAN ANTONIO, TEXAS
• MUST BE BILINGUAL SPANISH/ENGLISH
• JANUARY START DATE

The Operations Coordinator, Compass is responsible for fulfilling or coordinating all types of assistance requests originating through the beneficiaries of Compass A&H Business Travel policies. Work in close collaboration with Compass medical specialists, and where required, the Intl.SOS Assistance and Aspire Lifestyles Centers, to deliver high quality service, through efficient and cost-effective case management that is aligned with the beneficiaries’ contracted insurance policy.

Essential Job Duties and Responsibilities:

• Provide empathetic quality service to Compass A&H’s customers
  
  • Update all cases with the appropriate documentation
  • Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken
  • Handle cases and phone calls in an efficient manner, per the Compass protocols and any client specific Standard Operations Procedures
  • Accurately notifies Compass A&H as defined by agreed protocol and Standard Operations Procedures
  • Acts as the first point of contact for new and existing cases and serves as the voice of Compass
  • Maintains all cases in accordance with Compass policies and procedures
  • Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases
  • Activates Aspire Lifestyles for Concierge assistance cases
  • Ensure the medical team is aware of all actions required during the shift
  • Executes proper use of escalation protocol without fail
  • Works with Supervisor / Operations Manager and Security staff for all security related issues
  • Maintains confidentiality of all patient and/or client information
  • Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
  • Maintains the transmission document in a clear, accurate and concise format with the correct plan of action for hand over to the next shift
  • Actively participates in all transmission sessions with input regarding case a ctions and direction
  • Escalates all complaint or perceived complaint cases to the Operations Manager immediately
  • Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases
  • Complete other tasks as directed

Requirements:

• Team player and customer service oriented
• Identifies and acts on potential problems and / or difficulties
• Demonstrates effective problem-solving skills and lateral thinking
• Takes initiative, demonstrates responsibility
• Ability to work under pressure, multi-task and prioritize in a timely and effective manner
• Ability to write, speak and listen effectively

Work Experience Preferences: Banking, Insurance, Teaching (a second language), NGO