Claims Handler - Confidential - Florida, USA, Inc.

One of the world’s leading companies in the fields of medical assistance, travel assistance and insurance claims handling. Since 2009, we have been part of the prestigious reinsurance company Munich Reinsurance Company, a multinational insurance group that is one of the world’s leading reinsurers.

We are a one-stop solution: 2 assistance hubs; 9 regional branch offices; claims invoices in 53 currencies invoiced in EUR or USD; over 70,000 providers and 190,000 cases handled annually make Euro-Center the only partner you need. Our structure enables our customers to partner with only one entity whilst still receiving global services from all our Euro-Centers on emergency medical assistance, all aspects of claims settlement, extensive cost containment, quality assurance and advanced reporting tools. The result is a cost-efficient global solution.

This company holds one of the best provider networks worldwide, covering all countries and territories globally with extensive and cashless solutions. Our network of over 70,000 providers is built with our local connections and local knowledge within the region, by our network specialists.

Additional services include expatriate solutions and specialized services in the fields of telemedicine, travel security, occupational health services and onsite medical personnel services.

Become a member of a team of specialists helping worldwide travellers in USA in uncomfortable situations. You would work closely with our team In Brazil and Prague.

We are seeking a highly motivated and committed individual to join our team as a Claims Hander. In this role, you will be the main point of contact for policyholders and medical providers, handling inquiries about policy conditions and resolving a variety of situations, some of which may be challenging and time-sensitive. Strong customer service skills, a problem-solving mindset, and basic technology proficiency are essential.

• Provide outstanding customer service by assisting policyholders with inquiries and finding creative solutions to problems, especially when standard methods do not work.
• Handle sensitive situations with empathy and quick thinking.
• Manage tasks assigned through our global online system, including liaising with medical and logistics providers to schedule appointments, track medical reports, arrange evacuations, and chase payments.
• Collaborate with in-house medical teams for case-related assistance, translations, and communication with treating doctors.
• Stay knowledgeable about policy conditions within Globo, ensuring accurate information is readily available when needed.
• Process payments through the Euro-Center banking system, applying discounts, savings, medical cuts, and other policy-specific details.
• Register, sort, and file invoices, ensuring accuracy and timely entry into the system for authorization.
• Produce and send checks as necessary, managing reconciliation and ensuring accurate payments to providers and third-party administrators (TPAs).
• Understand and follow processes for expat registration, welcome letters, and payments.
• Stay informed about and update the Globo system with relevant provider information, such as new opening times.
• Manage correspondence, including opening and date-stamping emails and physical mail, and maintaining proper filing systems in compliance with data protection and security standards.
• Ensure secure storage of original documentation as per Euro-Center policies.
• Collaborate with the Operations Manager to ensure updates align with company processes.
• Ensure compliance with data protection, security, and corporate standards.
• Raise any data breaches to management immediately upon discovery.
• Stay up to date with mandated training, either face-to-face or via the online training system (e.g., eloomi).
• Keep management informed of any complex cases that could escalate into complaints.
• Request assistance from colleagues or management when handling a high volume of cases.
• Serve as a backup in the on-call rotation if the scheduled on-call employee is unavailable due to illness or emergency.
• Participate in annual reviews with your manager, setting and agreeing on key performance indicators (KPIs).
• Assist management in closing cases and issuing guarantees of payment (GOPs) on a regular basis.
• Continuously seek ways to improve team services and processes.
• Provide additional support and take on responsibilities as needed to assist with the establishment and growth of the new office.

• Strong commitment and motivation to provide excellent service.
• Proficiency with basic technology, including wired and wireless internet, Microsoft Word, PDFs, and other standard software.
• Ability to quickly learn and understand policy conditions, with a proactive approach to self-study about the Americas, including knowledge of U.S. states and territories.
• Problem-solving orientation, with the ability to think outside the box.
• Ability to manage sensitive data and confidential information in accordance with company policies.
• Willingness to help others and tackle challenges with creativity and professionalism.

• Bonus eligibility paid out annually of up to seventy percent (70%) of one-month’s earnings per the company employee bonus program, paid at the discretion of the Company.
• Company-paid Medical, Dental and Vision insurance plans for Employee (single); Dependents and/or Family coverage may be elected and paid by the Employee at the prevailing Premium rates for the coverage dates (plan participation eligibility begins 30 days from date of hire).
• Company-paid Basic Life Insurance Plan
• Company-paid Long Term Disability Coverage
• 401(k) plan eligibility on the first of the month following six months of active employment, with Company match up to 50% of 6% payroll deduction per Employee.

• Paid Time Off including:

• Twenty (20) paid Vacation days available per year ; accrual of paid time off begins on day one of employment, but eligibility to access and apply accrued paid time off starts after initial two (2) month probationary period.
• Five (5) paid Sick/Personal days per year.
• Eleven (11) paid holidays provided per our policy.

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