Operations Coordinator, Compass (Hybrid)

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. 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 Required Skills and Knowledge Customer service oriented Team player 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 Required Work Experience Customer Service Work Experience Preferences : Banking, Insurance, Teaching (a second language), NGO Required Languages Fluent English Fluent Spanish Fluency or proficiency in any other language is preferred Employment Type : Full Time Years Experience : 1 - 3 years Salary : $50,000 - $55,000 Annual Bonus / Commission : No