Medical Assistance Team Leader (Houston, TX, US) at Zurich Insurance Company
Zurich Insurance Company · Houston, United States Of America · Hybrid
- Professional
- Office in Houston
Let's Grow together!
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
Travel Guard is seeking a detail-oriented and driven Medical Assistance Team Leader to join our team in Stevens Point, WI or Houston, TX. In this key role, you’ll assist Operations Management with quality control and day to day operations of Medical Assistance team. Providing oversight and support for Medical Assistance Coordinators, working through emergent and non-emergent assistance cases.
If you thrive in a fast-paced environment, excel at multitasking, and bring a high level of integrity to everything you do, we’d love to hear from you!
What's the job?
- You'll monitor daily workload to meet service level agreements.
- You'll monitor and manages Medical Assistance cases for forward progress; prioritizing and redistributing workload of Assistance Coordinators to ensure emergent cases are handled with a sense of urgency.
- You'll make decisions within authority limits up to $50,000 to ensure emergent cases are not delayed.
- You'll conduct quality case audits /customer service monitors of team members and assists management with employee evaluations and employee corrective action.
- You'll conducts regular one on one meetings with Assistance Coordinators. Focusing on individual support, performance, feedback.
- You'll resolve problems/escalated issues, expedites rush items, and assists Assistance Coordinators with sensitive, high-profile, or challenging clients and cases.
- You'll provide training, guidance, and coaching to Assistance Coordinators on new products, accounts, processes, systems, and customer service.
- You'll assist with creating performance reports for management including productivity, quality, error-ratio and attendance; identifies trends and makes recommendations to increase department productivity and employee morale.
- You may perform work of an Assistance Coordinator when necessary to maintain knowledge related to department processes, procedures, and systems.
- You'll adhere to HIPAA and PII protocols maintaining confidentiality of information gathered during the lifecycle of a case or relating to Medical Assistance Coordinator performance
What we are looking for?
- You'll have a High School Diploma or equivalent work experience.
- Experience Leading a team is a plus.
- You'll have advanced customer service skills with high attention to detail.
- You'll have proficient communication (oral/written) skills.
- You'll have basic leadership, training, and coaching skills.
- You'll have proficient problem-solving skills.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits (everyone starts with 19 days) along with volunteering leave and a comprehensive paid parental leave scheme.
Investing in your health and your future. We offer a competitive high deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Apply today and let’s go great places together!
