Healix International is one of the world’s leading providers of international medical, security and travel assistance services.  Every year, Healix is relied upon to ensure the welfare of over 2 million people on behalf of multi-national corporations, governments, non-governmental organisations and insurers, with service and communication being key to everything we do.  From our Esher office we provide the service 7 days per week between 8am and 10pm, outside of these hours the service is provided by our Esher based night staff with support from our teams in New Zealand and Singapore.

Due to new business, our expanding workload, and a change in our working practices we have new opportunities within Healix International for Assistance Coordinators.

The Assistance Coordinators work alongside our 24 hour assistance and medical teams, including doctors and nurses, as part of a fast paced and diverse team, the role requires the provision of a service responding to the needs of our international clients.  The Assistance Coordinators provide support and advice to policyholders, requiring assistance for medical and other emergency situations that may arise anywhere in the world, by managing their expectations whilst adhering to the terms of the policy and providing a gold standard customer service.  The Assistance Coordinator guides clients through the process in liaison with colleagues for medical cases this may include; assessing a patient’s condition and medical requirements, putting together a care plan and considering whether to use air ambulances or commercial flights with appropriately qualified and equipped medical escorts.

The Assistance Coordinator will be required to work a 40 hour week, worked as four 10 hour shifts,  including night shifts.  The shifts are 08.00 – 19.00, 11.00 – 22.00 and 21.30 – 08.30. 

We are looking for experienced Assistance Coordinators with prior knowledge of the international healthcare / assistance / claims handling industry. In addition some, or all, the following areas of expertise would be desirable:

-   Experience of working within a healthcare setting, handling travel, medical or personal accident claims

-   Experience of managing claim reserves and providing accurate and detailed claim reporting and bordereaux

-   Experience of private medical insurance or international private medical insurance would be an advantage

-   Language skills would be desirable

-   A high degree of accuracy and attention to detail

-   The ability to demonstrate customer led thinking at a senior corporate level

-   Proactive approach to work and analytical problem solving skills

-   The ability to plan and organise own workload, and work well under pressure

-   The ability to follow processes and efficiently collect data in a friendly and professional manner

-   Excellent written and verbal communication skills, as all correspondence is remote and a large number of our insured are not English mother-tongue

-   Language skills are very much an advantage, as some of the correspondence is with medical or other providers overseas. Japanese, Mandarin and Cantonese are particularly desirable

-   A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel and Underwriters alike

-   PC skills with good knowledge of Microsoft packages, ideally with advanced knowledge of MS Excel, Word and PowerPoint

-   To be able to demonstrate exceptional customer service in-line with our service expectations and goals

All newly appointed team members go through a comprehensive induction training programme to ensure they are fully training and able to provide the level of service. 

The Healix culture is warm and friendly, we are proud of our working environment and our loyal and dedicated employees.  We employ high quality and experienced professionals from within the medical, travel insurance and assistance professions.  We are also pleased to offer career development opportunities, for those wishing to diversify or take additional responsibilities. 

In addition, Healix is a sociable company with regular events organised by our employees and Facilities Team, for example; sponsored charity bike rides / walks / runs, regular lunchtime running sessions, plus a Christmas party, Company lunches and evening events. We have excellent facilities for those wishing to cycle / run; bike storage, sports lockers, showers and laundry facilities.

We are based in prestigious new offices in the centre of Esher, with good transport links, the offices have recently been refurbished and designed specifically for our needs. 

Please send or email your CV with a covering letter to:

Human Resources Department

Healix Group of Companies

Healix House, 

Esher Green, Esher

Surrey KT10 8AB

Email: [email protected]