Medical Assistance Coordinator

About the role

The Medical Assistance Coordinator supports travelers experiencing medical issues abroad, ensuring they receive timely and appropriate care. This fast‑paced, people‑focused position requires calm communication, attention to detail, and empathy.

Key responsibilities

• Take inbound calls from clients facing medical situations while traveling, ranging from minor concerns to urgent needs.
• Provide clear guidance and emotional reassurance to clients and their families.
• Coordinate medical services, including doctor and facility referrals, prescription replacements, and travel arrangements.
• Liaise with medical professionals, hospitals, clinics, and global assistance partners.
• Assess situations, apply critical thinking, and follow policy guidelines to determine next steps.
• Manage multiple cases simultaneously, prioritising effectively.
• Document case details, decisions, and client interactions accurately in case management systems.

Required profile

• High School Diploma or equivalent.
• Experience in customer service, call‑centre, healthcare coordination, travel assistance, or similar client‑facing role.
• Strong verbal communication with the ability to explain information clearly and compassionately.
• Calm, empathetic, and professional demeanor when supporting people in distress.
• Excellent organisational skills, attention to detail, and accurate documentation.
• Ability to multitask, prioritise competing demands, and follow established processes.
• Problem‑solving skills and confidence to handle unfamiliar situations.
• Positive, flexible attitude and willingness to learn in a fast‑paced environment.

Required skills

• Medical terminology knowledge (highly regarded, not required).
• Multilingual abilities (highly regarded, not required).

What we offer

• Shift differential of $3/hour for evenings, nights, and weekends.
• Hybrid work model: 3 days in the office, 2 days remote.
• Comprehensive health, parental leave, and wellness benefits.
• 401(k) with employer matching.
• Opportunities for career growth within a global travel insurance leader.