As new staff transition from training to handling cases, I encourage them to always put themselves in the patient’s situation –You are visiting a foreign country and have an unplanned medical need. You don’t speak the language and you don’t know what facility to go to for help. Suddenly, someone steps in and says, “I’m here to help you in any way I can.” Not a day goes by at New Frontier Group that I don’t see and hear my staff being that someone.
At New Frontier Group, our 24/7 Assistance Support Center stands ready to assist our international partners at any time of the day, seven days a week, with all levels of customer care. The majority of our Service Coordinators are international themselves with multilingual skills that afford patients the ability to communicate in their native language. I am extremely proud of the members of New Frontier Group and know I have the best of the best representing our company.
The environment at New Frontier Group requires all of us to work quickly, ever-mindful and considerate of patient needs. As the front line of our organization, Service Coordinators collaborate with our international partners, U.S. healthcare providers and all departments within our own organization.
From the moment a phone call or email is received requesting our assistance, the clock starts. Service Coordinators gather as much information as possible to determine what the next step will be. In any healthcare situation, timing is everything. In some cases, time is on your side while in others it is not. Add the complications of international insurance communications, different time zones and language barriers and time becomes especially crucial. Every communication from our international partners is important and consideration of time is paramount in decision making.
It takes a special person to work for New Frontier Group. Everyone is trained to assist, to coordinate and to get the job done while performing at the highest level of customer service. The extensive training program that all new employees go through ranges from learning New Frontier Group’s proprietary customized technology, ONYX™, understanding the role of complete customer care, as well as being educated on the logistics of working with the complexity of U.S. medical facilities in relation to their policy of caring for every customer in need of care.
Compassion, however, does not come from a textbook. It comes from a personal sincerity and empathy about another person’s misfortune. And unfortunately, in our line of work, we are faced with daily occurrences of other’s misfortunes. So while I could go on and on about the many talents and skills of the New Frontier Group personnel, I am proudest of the compassion they bring to the office every day to be that someone who says “I’m here to assist you in any way I can”.