Client Services Coordinator - Bilingual English/German - Generali Global Assistance

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.
• High School Diploma or Equivalent (GED) required.
• Proficient Bilingual Skills, Oral & Written, in English & German
• Knowledge and experience in the healthcare and insurance industry. Basic knowledge of medical terminology and the US healthcare system.
• Excellent verbal and written communication skills and ability to manage and prioritize multiple tasks.
• Excellent interpersonal skills necessary to interact positively with clients, providers, and professional staff. Must represent the organization in a professional and knowledgeable manner.
• Computer skills essential to manage correspondence, database maintenance, spreadsheet analysis and for information entry / retrieval from the company’s internal operating system.

Education/Certifications:

Requirements:

• High School Diploma or Equivalent (GED) required.

Where you’ll be doing it.

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week.

When you’ll be doing it.

While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need.

Apply today to begin your next chapter.

Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.