Client Services Coordinator - Bilingual English/German
Generali Global AssistanceAbout the role
Why work with us?
The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.
Employees enjoy a plethora of benefits to include:
- A diverse, inclusive, professional work environment
- Flexible work schedules
- Company match on 401(k)
- Competitive Paid Time Off policy
- Generous Employer contribution for health, dental and vision insurance
- Company paid short term and long term disability insurance
- Paid Maternity and Paternity Leave
- Tuition reimbursement
- Company paid life insurance
- Employee Assistance program
- Wellness programs
- Fun employee and company events
- Discounts on travel insurance
Who are we?
Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:
- CSA: US travel insurance brand for retail and lodging partners. Learn more here.
- Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
- GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
- Iris, Powered by Generali: identity and digital protection solution. Learn more here.
- Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.
What you’ll be doing.
Job Summary:
This position reports directly to the Senior Account Manager and works closely with other GMMI departments to manage daily tasks related to active and past cases of assigned clients according to Client Specific Procedures. Responsible for cohesiveness, efficiency, and quality assurance of procedures for assigned clients.
Principal Duties and Responsibilities:
- Communicates with clients, patients, and providers.
- Handles incoming Assistance Coordinator Team calls / acts as Assistance Coordinator as needed.
- Ensures that active cases on the case log are worked and followed up according to Client Specific Procedures.
- Deletes completed or non-active cases on a regular basis to maintain a clean case log.
- Runs client reports on a daily and monthly basis or as requested by Management.
- Ensures that inquiries are handled according to GMMI’s Quality Policy Guidelines.
- Follows up on bills on hold on a regular basis to ensure that claims are processed in a timely manner according to GMMI’s Quality Policy Guidelines.
- Collaboration and communication with the Assistance Department to ensure that all Client cases are handled according to GMMI’s Quality Policy Guidelines and Client requirements.
- Basic knowledge of claims processing.
- Ability to handle urgent balance bills and statements received from Clients and insured.
- Handles complicated issues and matters from providers and insured and may seek assistance from Account Manager and/or direct Supervisor to resolve it.
- Assures that account adjustments are current and performed in accordance with GMMI policy (i.e. credit memos).
- Trains Assistance Coordinators and Claims staff related to Client Specific Procedures and Policies upon request.
- Handles any other tasks as requested by Management.
Requirements:
- Two to four years of experience in a customer service or call center environment is preferred.
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