Job Description
Career at Sedgwick means experiencing culture of caring, having flexibility and time for personal things, doing meaningful work daily, and having support for mental, physical, financial and professional needs.
Career at Sedgwick is where passion meets purpose to make positive impact on world through people and organizations served. If you are driven to make difference, enjoy challenge, and care, there's place for you here.
Great Place to Work, Top 100 Most Loved Workplace, Forbes Best-in-State Employer.
Key roles: provide advice and coordinate medical assistance and emergency medical travel services to insurance customers, including providing pre-travel advice, arranging medical appointments or hospitalisation abroad, coordinating air ambulance and medical evacuations, liaising with medical service providers and policy holders.
Responsibilities:
- Handle in-bound calls from customers relating to new or existing claims.
- Capture information regarding claim accurately and promptly.
- Offer advice to customers on process, their rights and what to expect.
- Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies.
- Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, meeting FCA guidelines.
- Update records with relevant documentation, maintaining Web Elite.
- Create relationships with branch administrators, claims handlers and external providers to safeguard quality of service.
- Assign claims handlers to claim.
- Deliver positive service, with empathic ear where necessary.
- Contribute toward team and individual SLA's.
- Assist Section Head, Line Managers, and team members to nurture excellent team environment.
- Provide recommendations to team management on how to improve process, service, and customer experience.
- Work to achieve agreed metrics in settlement rates, calls answered, claims completions.
Experience/Qualifications/skills:
- Excellent customer service experience and skills.
- Confidence in communicating with people at different levels.
- IT and PC literate, demonstrating typing skills.
- Ability to multi-task and prioritise workload effectively.
- Strong communicator at all levels, verbally and written to build and maintain internal and external relationships.
- Previous administration experience.
- Good numeracy, literacy, and attention to detail.
- Self-managed and motivated, proactive/'can-do' attitude, effective problem solving and solutions focused.
Benefits of working for Sedgwick in Ireland:
- Education Contribution.
- Career development and progression.
- Tax Saver Travel Scheme.
- Sedgwick's Sports & Social Club.
- Discounted Personal Training group circuit classes.
- Montessori & After School Care.
- Employee Assistance Programme.
- PHI and Life Cover.
Sedgwick is an Equal Opportunity Employer.
Colleague may be required to perform additional tasks, duties or responsibilities not listed here.