The Role
Supports beneficiaries and healthcare professionals by phone and email, explaining policy coverage, reimbursements, and administrative procedures. Manages insurance contracts, contributions, beneficiary records, healthcare claims, reimbursements, cost estimates, and coverage guarantees. Ensures accurate data entry, quality processing, fraud alert escalation, correspondence, and timely case follow-up. The role requires strong customer service, communication, organization, and attention to detail, with no sales or prospecting responsibilities.
Summary Generated by Built In
THE POSITION
Our Operations Department is recruiting a "Client Services Officer W/M", on a permanent contract.
You will join a supportive and proactive team within our management center and take on a multi-skilled role with growth opportunities at our site in Madrid.
In this professional opportunity, you will be responsible for supporting our beneficiaries and managing contract administration.
Support our beneficiaries and healthcare professionals:
- Respond to their requests and guide them through their healthcare journey, mainly by phone and email.
- Provide information about their policy coverage, reimbursements, and administrative management (subscription, amendments, cancellations, contributions, etc.).
- Ensure a high-quality service by providing clear and effective responses, contributing to their satisfaction and to our site’s performance.
Manage contract and claims administration:
- Register and cancel contracts and monitor contribution payments.
- Process healthcare claims: enter reimbursements, prepare cost estimates, and issue guarantees of coverage.
- Update and modify beneficiaries’ records (contracts, addresses, bank details, etc.).
- There is no prospecting or sales involved in this role.
YOUR PROFILE
- You are fluent in English, Spanish and/or French is a plus.
- Preferably 1 year of experience in the health sector.
- Previous experience in customer services.
- Comfortable handling calls, with strong telephone communications skills.
- Excellent communication and interpersonal skills, with a customer-focused approach.
- You enjoy working in a team and have excellent interpersonal skills. You are attentive, customer-focused, dynamic, and enthusiastic about your work.
- You are methodical, demonstrate rigor, organization, and responsiveness in your daily tasks. You care about meeting set objectives: processing quality, volumes, and deadlines.
In short, you are someone we can rely on and who values a respectful and supportive work environment in return.
WHY JOIN US?
By joining our teams, you will benefit from training, full support in our jobs and tools, and close management guidance.
You will enjoy all the social benefits provided to our employees: performance bonus if you meet your objectives, profit-sharing bonus, meal allowance, 100% coverage of the basic individual or family health insurance, and reimbursement of transport costs.
You are guaranteed a good work-life balance thanks to our company agreements and a flexible work organization allowing you to work remotely up to 2 days per week, or even 3 days for people with disabilities, caregivers, or pregnant employees - in accordance with Henner's internal policy.
HENNERINT
Skills Required
- Fluency in English
- Fluency in Spanish and/or French
- Previous customer service experience
- Strong telephone communication skills and comfort handling calls
- Excellent communication and interpersonal skills
- Customer-focused approach
- Teamwork skills
- Methodical, rigorous, organized, and responsive work style
- Ability to meet processing quality, volume, and deadline objectives
- Approximately one year of experience in the health sector
Am I A Good Fit?
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The Company
What We Do
Founded in 1947, Henner is an independent international insurance group specializing in social protection and health insurance. The company provides tailored insurance solutions, including health insurance for expatriates and corporates, as well as life and disability coverage. It operates as a broker and third-party administrator, managing innovative health and life insurance plans for individuals, families, and companies worldwide.
