Notes

To ensure that the clients and members receive the highest quality of assistance each and every time they contact our organization.
Main Responsibilities:
 Manage cases in line with the key directive of Assist First, Verify Later
 Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.
 Demonstrate an understanding of all key clients’ Operations and Billings Procedures
 Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
 Manage cases with a view to moving them forward in the best interests of the member and client.
 Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members and clients.
 To be the first point of contact for members, end users, clients, service providers and colleagues
 Ensure incoming calls are answered promptly, appropriately and courteously.
 Ensure inbound requests are handled in timely efficient manner.
 To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover.
 Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
 Escalate cases and requests as per company protocols.
 Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
 Organize the full range of medical and security services for clients, utilizing the internal resources of organization and external correspondents where necessary.
 Work harmoniously with fellow operations staff, members of the medical team and other Assistance Centres in the provision of assistance to members.
 Carry out any other reasonable duties as requested by the manager.
 Work as part of a 24/7 shift pattern.