Alarm Centre Coordinator (French / Spanish Speaking)

Overall Purpose

This role will be pivotal in supporting the Malta Assistance Services operations. You will be part of a tight-knit team that embraces challenges and aspires to a Best-in-Class culture of learning and excellence. The skills and expertise that you have honed to date will be refined and enhanced so that you are able to meaningfully contribute to the success of future missions. 

As part of our 24/7 Alarm Centre team, you are the first point of contact for our clients in need of (urgent) assistance, you represent Medilink International and are responsible for providing the highest standards of support to all Parties involved in the case at hand. We are a multilingual and efficient team that provide 24/7, 365 days a year remote medical assistance services to our clients and we are supported by a professional and extremely knowledgeable medical team.

Our medical assistance services include absence management services, ground and/or air ambulance services, doctor visits, hospital appointments and admissions, pay guarantees, assistance with travel arrangements, medical transport and evacuations and other general assistance services.

Main Responsibilities:

• Welcome all contacts into the alarm centre via all available channels, in a prompt and efficient manner and offer them the assistance they require. 

• Efficiently manage our administrative case handling system to log all the cases and applicable actions e.g. arrange patient appointments and follow up to provide reminders etc. 

• Coordinates with our network partners for patient admissions and provider availability. 

• Obtain and maintain accurate case records in a timely manner. 

• Liaise with all relevant parties and stakeholders in case of emergencies to assist and organise all the necessary actions in case of patient mobilisation.

• Anticipate needed actions, verify actions of others have been undertaken, and ensure all that can be done has been done, to ensure our patient’s safety  

• Actively participate in day-to-day office activities, including a variety of meetings and groups to improve procedural processes, obtain approvals, and remain abreast of new developments and policy requirements. 

• Work with line management in daily administrative tasks such as report preparation, shift scheduling and tracking of patients’ status etc.

• Actively participates in client drills to enhance the effectiveness of our assistance service

• Provide round-the-clock customer support ensuring that our client’s well-being and needs are at the forefront of decisions made and service given.

• Establish, nurture, and maintain superb relationships with the company’s clients, consultants, staff, and patients.

• Answer, screen and direct incoming calls to the appropriate department or person, taking and delivering messages when unable to connect with the caller.

• Assist and organise worldwide medical evacuations.

• Perform duties within the Alarm Centre Coordinators capabilities required for the day-to-day operation of the business.

• Adhere to all company HSSE policies and initiatives and proactively promote a HSSE environment.

• Promote any duties assigned by the company from time to time, commensurate with the employee's skills, competencies, and experience. 

Qualifications and Experience:

• High school graduate or equivalent. Minimum of O' level standard or equivalent.

• Ideally has a further academic study level certificate such as a degree / diploma or equivalent.

• Advanced office skills certificate or equivalent. 

• Minimum of two (2) years experience in an administrative role preferably in a hospital setting. 

• Experienced in call centre / shift work / telephone assistance / medical emergencies handling.

Skills:

• Capable of building and maintaining productive and professional business relationships. 

• Strong multi-tasking skills. 

• Ability to remain steady under pressure. 

• A team player but able to work individually.

• Must be able to read, write and speak English to effectively communicate 

• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word, Outlook). 

• A keen eye for detail.

• Customer-centric attitude.

• Open to feedback.

• Initiative-taking approach to resolve situations.

• Problem-solving abilities.

• Must be able to relocate to Malta  

Job Requirements:

• Shift based work. 

• Must be able to work shifts on weekends, holidays, and nights.

Advantage:

• Arabic speaker.

• French speaker – Must have.

• Portuguese speaker.

• Spanish speaker – Must have.

Writing / reading / listening and speaking must be at an advanced fluency level to be able to conduct telephone conversations with native speakers.