Job Title: Operations Support Administrator
Location: London Bridge (Hybrid) or Bournemouth
Department: Medical Operations
Reporting to: Service Delivery Manager

About Crisis24

Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, and has recently expanded its operations, with Medical Assistance added to our Integrated Risk Management portfolio of services. With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.

Summary of the Role

You will support day-to-day operations by performing administrative tasks and ensuring high quality customer service for our clients.
As Operations Support Administrator, you will be responsible for providing proactive and efficient administration and organisational support to medical assistance coordinators in dealing with overseas clients. The services may vary from occasional call answering to setting up new policies on the system. You will work as part of a team in a fast-paced environment, assisting coordinators, managing email allocation, onboarding new policies, and handling complaints. The role will involve some level of contact with travellers often in difficult and sensitive circumstances.
To be successful in this busy role, you will need to be able to work well under pressure, be computer literate, able to multitask, display empathy, adhere to specific Data Protection and Confidentiality requirements, follow policies and procedures, and mainly enthusiastic!

Main Responsibilities

• Managing high volumes of emails and allocating to correct cases
• Logging relevant details on the case management system
• Management of administrative tasks related to Cost Containment and Fees
• Support of DPAS allocation
• Verification of travel insurance policies including medical declarations, recording, and escalating as necessary
• Directing first calls appropriately to insurer, claims handler or operations
• If answering phones, identify the nature of the client’s problem through effective questioning and listening
• Setting up new insurance policies on the system
• Handling complaints and expressions of dissatisfaction
• Where applicable, referring clients to Case Managers, Team Managers or Operation Managers for further support
• Delivering the service to agreed service levels and quality standards
• Sharing experience, knowledge, and expertise with colleagues to ensure the best service is always delivered
• Participating in and completing any other duties as appropriate and as required

Job Requirement (Skillset)

• Ability to work well under pressure in a busy and fast-paced environment
• Ability to multitask with high attention to detail
• Effective time management and ability to prioritize workload
• Strong communication skills – both verbal and written
• Can do, will do attitude
• Ability to take ownership of problems and resolve them
• Computer literate
• Work well alone, and as part of a team
• Previous experience working in Administration or Customer Service essential
• Knowledge of Insurance desirable

Benefits

• 25 days holiday plus Bank Holidays
• Group Life Insurance
• Employee Assistance Program
• Incentive Bonus Scheme
• Group Pension Scheme

Working Pattern

The Operations Support Administrator will be required to work 37.5 hours per week, and operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work weekends and Bank Holidays is also required.

Please note only those eligible to work in the UK or have a valid UK work permit/visa will be considered for this vacancy.

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