Customer Service Representative - Part-Time

About the position At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We're not just in the business of protection—we're in the business of adventure and peace of mind. Whether it's a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we're there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience. Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including: Diversity, Equity, and Inclusion (DEI) Committee Career pathing and Individual Development Plans Internal training and intern opportunities Women in Business Mentorship Program Employee awards and recognition Education and professional development assistance program The role of Assistance Coordinator/Customer Service Representative is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints. Responsibilities • Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers. • Adhere to quality, availability, and productivity expectations to ensure individual and departmental success • Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times. • Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements. • Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts. • Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use. • Handle Protected Health Information in accordance with HIPAA/Information Security requirements. • Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime. Requirements • High School Diploma or Equivalent (GED) required. • Excellent verbal and written communication skills. • Experience in handling high volume of interactions including call and email volumes. • Advanced computer literacy and internet research skills. • Insurance benefits administration (Travel/Health insurance). • Minimum one year experience working within the healthcare or insurance industry. • MS Office (Word, Excel, PowerPoint, and Outlook). Nice-to-haves • Customer Service experience in (medical) assistance preferred. • Basic medical terminology: knowledge of US/International healthcare systems preferred. Benefits • Scholarship Program for Employee Dependents • Company match on 401k • Employee Assistance Program (EAP) • Company paid short-term and long-term disability insurance • Company paid life insurance • Discounts on travel insurance • Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO) Apply tot his job Apply To this Job