Job Description
Medical Assistance Coordinator
Mexico City
Full time
job requisition id JR2306391
Who we are
American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.
Get to know the business
AIG Travel, a member of American International Group, Inc., provides travel insurance and global assistance through innovative product offerings. Travel Guard is the marketing name for its portfolio of travel insurance and travel-related services. From lost luggage to a medical emergency, our 24/7 multilingual assistance team is always just a phone call away. Through our global service centers and network of experienced providers, we deliver medical and security assistance to help our customers travel with confidence. AIG Travel is socially responsible and inclusive organization that meets the diverse needs of leisure and corporate travels alike.
Recently, AIG Travel Guard was awarded top honors by Forbes Advisor in their Best Travel Insurance Companies list for consumers. Out of 15 travel insurance companies ranked by the financial news outlet, AIG Travel came in first.
About the role
What you need to know:
- Base Salary from 15,000 MXN to 19,000 MXN based on experience.
- Paid Time Off; Up to 20 days each year after the first year with the AIG
- Company provided language instruction (English)
Medical Assistance Coordinator is the front-line of customer support in coordinating risk mitigation activities that ensure AIG’s clients are in the best hands while traveling abroad. You are the heart of the operation and will work with AIG Travel’s Medical, Security and Compliance teams to provide superior customer service in our clients’ greatest time of need.
Main activities include:
- Arrange clinic/hospital services at Emergency Rooms or with Specialists, House Call visits or Virtual Medical Assistance, Lab Tests coordination, Medical Evacuations, Repatriation of Mortal Remains, among others
- Track delayed luggage
- Care and consideration given to cases managed in respect of technical and operational case management quality, complaints reduction, leakage and cost control, quality and ensure department operates within defined regulatory, legal and company policy requirements
- Assist clients in analyzing their requests to provide adequate service.
- Provide customer service to insured travelers regarding policy benefits and services offered
- Document the entire management of each case making sure to have the complete and accurate information
- Deliver superior customer service for our clients and customers, whilst ensuring regulatory principles & processes
- Ability to view department’s workload for case and task reassignments, following processes and escalating in accordance with the guidelines within agreed timeframe/service level
- In case handling makes the appropriate arrangements for either emergency remote medical treatment, or medical evacuation by either special aircraft or by assisted commercial flight
- Participates in self-development, through QA, case-related training, mentoring, content specific training, as well as feedback to Team Leaders on progress
What we’re looking for:
Experience:
- 2+ years of experience in customer service, preferably with international service desirable, but not required
- College degree preferred, not required
- Fluent (Read, Write, Speak) English, Proficiency in a third language is a plus
- Basic to intermediate knowledge of Microsoft office suite skills (Word, PowerPoint, Outlook)
- Ability to solve complex problems within an established protocol of procedures and possible solutions
- Solid critical thinking skills
- Excellent verbal and written communication skills
- Ability to effectively manage and prioritize tasks
- Ability to respond to high end clientele with professionalism
- International travel experience and geography knowledge is helpful
- Some knowledge of medical terminology is a plus
- Ability to work with cases that demand a high level of attention, care, fast and accurate responses