Emergency Assistance Japan (U.S.A.), Inc. is currently seeking an entry-level Assistance Coordinator-Japanese to join their team in Richmond, VA.
This position is primarily responsible for providing over-the-phone services as an international medical assistance coordinator servicing to Japanese travel insurance policyholders in the United States, Canada, and Central and South America. The candidate must be able to work cohesively in a culturally diverse office, frequently coordinating with globally-located service centers to deliver outstanding assistance services.
Core duties and responsibilities include the following. Other duties may be assigned.
Answers a high volume of calls according to client-specific service requirements.
Provides superior assistance to customers when travel emergencies including medical assistance, trip interruption, liability, repatriation and general customer service.
Contacts medical providers, and/or coordinates with internal/external medical teams to obtain insureds medical condition in order to determine assistance needed.
Monitors patient status and updates to traveling companions and/or family members.
Uses various language translation tools/services as necessary.
Researches, troubleshoots and resolves medical billing issues and customer complaints, taking all steps to resolve and ensure full resolution.
Logs information in Japanese and English, or other languages when applicable, on correspondences received/made and maintain detailed and accurate records.
Education and Experience:
College degree is preferred
International work or study experience is a plus
Medical or insurance industry experience is a plus
Recent college graduates are encouraged to apply
Abilities and Skills:
Excellent written and verbal communication skills
Strong organizational ability
Must be able to multi-task and oversee projects to completion
Superior customer service skills
Native-level Japanese language skill is required
Business-level English language skill is required
Knowledge of Spanish language or Portuguese is a plus
May require some travel (domestic & international) on an as needed basis
Compensation and Benefits:
Competitive salary, commensurate with experience and education
Comprehensive benefits package available