In-house medical specialists at claims management and assistance company CEGA are sharing their clinical knowledge with the provider’s non-medical operations teams; to enhance service for travel and health insurance customers.
The innovative new initiative sees CEGA’s medics running monthly “clinical bite” sessions for non-medical customer-facing teams, such as claims handlers and travel management staff. The aim is to give the latter an increased awareness and understanding of complex medical conditions, ranging from rabies to malaria, and heart attacks to hip fractures.
Deliberately concise to fit within the busy working day, the “clinical bites” are delivered via quizzes and other interactive learning methods, with incentives in place for operations staff who retain the most knowledge.
Dr Lynn Gordon, CEGA’s chief medical officer, explains, “By giving our non-medical, customer-facing staff more knowledge about the serious conditions for which we receive claims, we enable them to feel more confident and empathetic when speaking to patients and their relatives – and to have a really good understanding of our customers’ situations. This activity further demonstrates the value of CEGA’s in-house medical expertise.”
The initiative is the latest in a series of training programmes spearheaded by CEGA to constantly improve customer service. It follows the provider’s recent launch of a new medical escort training programme to enhance repatriation patient safety: set in a simulated airport environment and section of a Boeing 737 aircraft.
CEGA Group, part of the Charles Taylor Group, is a world-class provider of global medical assistance, repatriation, travel risk management and claims services. We manage over 45,000 cases per year and have more than 40 years’ experience of supporting a blue-chip client base that includes many leading banks, insurance companies, charities, NGOs and other global brands.
About Charles Taylor
Charles Taylor provides professional services to make the business of insurance work fundamentally better. We have been providing insurance-related professional services since 1884 and today we employ over 2,100 permanent and contract staff in 107 offices spread across 29 countries in the UK, the Americas, Asia Pacific, Europe the Middle East and Africa.
The Group operates through three businesses – Management Services, Adjusting Services and Insurance Support Services. We also own international life insurers, creating value by undertaking targeted acquisitions and achieving operational efficiencies.
Our breadth of services, our technical skills and resources and our global presence means we can manage and resolve virtually any insurance-related matter, wherever and whenever it occurs. Further information is available at www.ctplc.com