Falck Global Assistance is a business unit of the Falck Group – a company headquartered in Copenhagen, Denmark. Our services are used by numerous companies in various business sectors to deliver end-to-end medical and security care. Falck Global Assistance ensures that our customers are always in safe hands, wherever and whenever they travel 24 hours a day, 365 days a year.
- Full Time : Day Shifts & Second Shifts hours between 7am-10pm EST
- Weekends as needed
- On-site Position
- Candidate must live within 30 minutes of Lake Mary, FL.
- Must be able to work on-site from our Lake Mary, FL. during the first 6 months of employment.
Job Overview :
This is an exciting opportunity for bright and compassionate bilingual individuals who are interested in helping individuals who encounter medical emergencies while traveling overseas.
Working alongside our medical staff, direct and execute on support activities to help individuals get the best care possible while abroad and / or assist them with their journey home.
Every day you will travel virtually to different countries around the globe and you will learn about global healthcare standards and cultural differences.
This is an excellent role for those interested in international business, global healthcare, aeromedical evacuations, international humanitarian work, or international travel.
Responsibilities :
Handle calls for assistance from individuals who are away from their home countries and who require help with overcoming medical challenges that have arisen on their trip.Assess each situation and work with other specialists in the office (aeromedical transport specialists, provider network specialists, nurses, doctors, etc.) to formulate action plans to deliver assistance.Serve as the main point of contact for patients, patient’s family members, employers, and our customers regarding the status of each case.Cases range from heavy to light to simple concierge support like booking flights – depending on each employee’s training and competency level.Accountable for documenting actions in a case and summarizing information into Falck’s IT system.Escalate cases to the medical team when needed due to the diagnosis or situation.Provide excellent customer service and show compassion and expertise to our customers.Collaborate with colleagues on specific cases to ensure cases are fully communicated to those on other shifts.When appropriate, activate local agents or other Falck Global Assistance office staff to support the local handling of a case; in those situations, direct and supervise the work being done.Qualifications :
2 years work experience in the travel, hospitality, insurance, assistance, healthcare, or related industries.Excellent oral and written communication skillsExcellent organizational and time management skillsAbility to work independently and think critically and creatively about how to overcome obstacles presenting in casesEmpathic, patient and service-mindedTeam playerAble to stay calm in stressful situationsAble to work comfortably and quickly with typical office software including Microsoft Word, Excel, PowerPoint.Medical Assistance Experience is a plus Candidate Requirements :Written and Oral fluency in EnglishHas international travel or international living experienceA background in the Assistance industry is preferredWritten and Oral fluency in a second language (Spanish or French) preferred but not required.Physical, Environmental and Required Equipment
High speed internet requiredPosition requires long periods of sitting and will require the use a headset for the entire shiftFalck will supply a desktop or laptopCandidate must live within 30 minutes of Lake Mary, FL.Must be able to work onsite from our Lake Mary, FL. office during the first 6 months of employment.Benefits :
DentalVisionLife insuranceShort Term and Long-Term DisabilityVacation and Accrued Time Off6 paid holidays per year Job401(k) matchingEmployee assistance programFlexible spending accountFalck is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, disability, sexual orientation, genetic information, veteran status or any other characteristic protected by state or federal law.
This job description is a summary of duties, it is by no means an all-inclusive list but is merely a broad guide of expected duties.
