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Crisis24 · 1 month ago

Global Operations Coordinator

Annapolis, MD

Full-time

Onsite

New Grad, Entry Level

Crisis24, a GardaWorld company, is a leading integrated risk management and crisis response firm. As a Global Operations Coordinator, you will be the first point of contact for clients and stakeholders, managing inbound and outbound communications while ensuring operational excellence in a fast-paced environment.

Information TechnologyNetwork SecuritySecurityService Industry

Responsibilities

Managing all contact into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison

As the initial “face” of Crisis24, you are an ambassador for professional customer service delivery and operational excellence

Adhering to telephone, email and case handling Service Level Agreements

Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and integrity of data captured

Seamlessly triaging calls and interface with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders

Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management

Monitoring and managing the 24/7 email inbox

Managing claims and billing queries (calls and emails)

Updating dedicated client SOP’s and returning to the client/account manager

Prepares case management reports for clients to document actions undertaken

Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day

Supporting case management and closure on the Medical Specialist team’s agenda

Be responsive and empathetic to the needs of clients, customers and colleagues

Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer

Qualification

Professional communication skillsCase managementMedicalSecurity AssistanceCustomer service experienceFluency in another languageEmpathyMultitaskingTime management