**Job Description**:
**Position Purpose and Description**
Deliver personalized service and support to clients; assumes a proactive approach to delivering exceptional support and service to coordinate travel and medical assistance services. Identifies and resolves Client’s policy questions, concerns or complaints with a sense of urgency in order to ensure customer satisfaction.
**Expected Outcomes & Actions**
Some of the main daily duties and responsibilities are, but not limited to:
2. Documentation of all calls or communications in the members record
3. Confirmation of benefits and eligibility information to members
4. Ensure that providers send claims to GEM for processing and/or payment and that only the correct amounts are collected from the patient (deductible, co-payments, etc.) Assignment of benefits
5. Provide referrals to in network providers to all members, clients and sometime other providers, confirmation of participation of a specific provider in the network. Steer callers to in network facilities/providers to generate higher revenue.
6.. Follow up until completion on all issues that are not resolved on the initial contact, keep parties up dated on steps and actions taken.
7. Coordination of medical appointments, this, in most cases, include locating and contacting several participating providers who have the availability and suit the patient’s preferences concerning location, language.
8. Send Guaranty of Payment (Adjudication of a claim) to a Provider to secure a cashless experience for the customer
9. Provide General Concierge VIP assistance when member is traveling, loss baggage, change of reservations, locate embassy, welcome contact, restaurant reservations, etc
Page 2 of 3 MANDATE_ASSIST COORDINATOR
10. Coordinate the medical evaluation of in-patient cases with the company’s doctor on duty,



arranging all tasks needed and taking into account the necessary specifications to make sure client is receiving proper care
11. When necessary arrange for the repatriation of Mortal Remains
12. Make medical transportation arrangements, Commercial Airline, Air Ambulance, Ground Ambulance, etc
13. Provide guidance with international medical systems
- hospital billing, etc
14. Act as interpreter and/or provide written translations when necessary
15. Delivers personalized customer care to Policy holders by resolving issues personally, regardless of the question or problem, follows the case until the client no longer requires any assistance, calls back with information or resolution within set deadlines, exceeding customer expectations.
**Major Challenges**
- Make decisions on when a specific issue needs to be brought to the attention of the supervisor/manager.
**Major Job Accountabilities**
- Identify potential problems and take prompt corrective actions in order to avoid escalated issues that require supervisory intervention
- Keep account managers informed of any delicate issue that may require their attention in order to avoid or resolve an existing problem.
**KSA (Knowledge, Skills and Abilities/Attitudes)**
- Must possess critical thinking skills as well as the ability to manage time efficiently.
- Must be able to gather the information necessary to assist customers.
- Always be sharp and alert.
- Needs to communicate well with co-workers (verbal and written).
- Knowledge of phone manners, etiquette and protocols.
- Professionalism.
**Requirements and Qualifications**
- High school diploma or equivalent + requires 3 or more years of experience in related field.
- Bilingual
- Able to understand, interpret and explain policies and procedures as well as knowledge of commonly used concepts, practices and procedures in the field.
- Ability to deal with irate customers and complaints while maintaining composure and control of the situation.

📌 Assistance Coordinator (Tlacoquemecatl del Valle)
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📍 Tlacoquemecatl del Valle