Position Summary

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.

Role and Responsibilities

• Field questions through inbound calls and emails while reviewing information across multiple systems
• Perform immediate after call work to document in case & claim management systems, outreach to different entities, interpret & apply insurance benefits, manually add all applicable service fees and update all parties involved
• Utilize critical thinking & problem solving to assist members in complex situations
• Excel in customer service by displaying empathy, attentiveness and eagerness to the member & situation at hand
• Adhere to performance & quality metrics outlined by contractual service level agreements and internal expectations
• Work with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels
• 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

Major Challenge
This role requires agents to balance a large workload with a high volume of inbound calls & emails to provide assistance to callers in high stress and time sensitive situations (including medical emergencies) and maintain clear communication with a variety of clients. Agents will need to anticipate next steps and be proactive in finding the most suitable solution.

Education, Experience, and Knowledge / Skills / Abilities

Minimum Education Requirements: Associate's degree (A. A.) 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.


Qualifications:

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.
• Positive demeanor and enthusiasm to deliver service excellence.

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

What We Offer:

At AXA Partners US, we’re appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive:

Nightshift:

• Hourly salary: $21.65 USD+ 15% for nightshift
• Remote work environment from Illinois. (Training is held during dayshift)
• Working 4 days (nights) a week

Dayshift:

• Hourly salary: $21.65 USD
• Hybrid work environment. (2 days a week from the office)
• Working 5 days a week

Both Shifts:

• Monthly Company & Performance based discretionary Bonus
• 20 days Annual Leave (rising to 25 days based on length of service)
• 8 Paid Company Holidays
• Medical, Dental, Vision and Life Insurance
• HSA, FSA and HRA available + Employer Contribution
• 401(k) Pension Plan & Employer match
• Paid Parental Leave
• Education Reimbursement

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract).

“Learn more about the Reforest Program here”