Senior Assistance Coordinator

1 week ago

Cape Town, Western Cape, South Africa Healix International Full time R400 000 - R800 000 per year

Job Description
Location:
Healix Group, Ground Floor, Brookside Office Park, 11 Imam Haron Rd

We have an exciting opportunity for experienced Medical Assistance Coordinators to join our team as a Senior Assistance Coordinator based in Cape Town, South Africa.

About Healix
Healix safeguard's people's health and wellbeing in every corner of the world. We offer international risk management and assistance services around the globe and employee healthcare benefits within the UK.

Our purpose is to help people in difficult situations – whether that's a cancer diagnosis, a need for medical assistance when they're far from home or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need.

As a result, we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

A Little Bit About The Role
The Senior Assistance Coordinator is responsible for delivering proactive, professional, and timely responses to travel and medical assistance requests, ensuring cost-effective and customer-focused solutions. This role provides first-line support to the Medical Assistance Team, acts as the point of escalation for complex cases, and communicates potential issues to management.

What We Are Looking For

  • Proven experience in a Medical Assistance or similar role.
  • Strong written and verbal communication skills.
  • Ability to manage high call and case volumes within SLA targets.
  • Good geographical awareness.
  • Calm, positive, and proactive approach under pressure.
  • Strong interpersonal skills with the ability to build rapport quickly.
  • Professional, empathetic, and responsive communication style.

As we are expecting a high number of applications, we may close the advert earlier than currently shown.

About The Role
More information about the role
Key Responsibilities
Customer Interaction & Case Management

  • Respond to calls professionally and empathetically, assessing needs through effective listening.
  • Create and manage case files accurately, supporting customers throughout the claims process.
  • Confirm claim eligibility and gather third-party information to support assessments.
  • Maintain regular communication with all stakeholders and take ownership of resolving issues.

Leadership & Escalation

  • Provide guidance on complex cases and support team members with queries.
  • Escalate urgent or high-risk matters appropriately.
  • Identify and address team knowledge gaps, offering real-time support.
  • Role model best practices in case management and communication.

Communication

  • Keep clients, underwriters, and third parties informed with timely updates.
  • Represent Healix professionally in all interactions.

Compliance & Administration

  • Ensure adherence to company policies and accurate case documentation.
  • Complete daily tasks to departmental standards and flag SLA risks.
  • Stay informed on service requirements and share knowledge to maintain quality.

Performance & Development

  • Aim to exceed quality targets through call and case audits.
  • Engage in team meetings and performance reviews.
  • Take ownership of personal compliance and development.

Skills Needed
Required Criteria

  • Experience working in a Medical Assistance department or similar
  • Good geographical knowledge
  • Able to work calmly under pressure

Desired Criteria
Closing Date
Monday 20th October, 2025

Contract Type
fulltime

Salary
Based on Experience

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