About the role

Emergency Assistance Coordinator coordinating medical and non-medical travel assistance for Epic Health Solutions. Managing cases, providers, policies, documentation, and urgent escalations across international networks.

Responsibilities

Manage medical and non-medical assistance cases from first contact through follow-up
Respond to assistance requests by phone and email, gather essential information, assess operational urgency, and begin coordination
Open and maintain complete case and claim records in the CRM
Document contacts, decisions, authorizations, outstanding actions, and follow-up requirements in real time
Read and apply policy benefits, limitations, and service provisions to individual situations
Coordinate with medical providers regarding access to care, eligibility, coverage inquiries, direct billing, and documentation
Work with Medical Case Management on care coordination and health-risk considerations
Work with Claims on coverage, documentation, and financial-risk matters
Maintain timely communication with insured persons, corporate clients, assistance partners, providers, and internal teams
Monitor open cases, complete follow-ups, identify delays or changing circumstances, and escalate concerns promptly
Build professional relationships with in-network and out-of-network providers
Follow confidentiality, data-protection, regulatory, quality, and internal-control requirements
Maintain current knowledge of procedures, systems, client requirements, and professional practices through training and coaching

High school diploma or equivalent
Three or more years of experience in insurance, assistance, healthcare coordination, travel services, or customer service is preferred
Fluent or native-level English and French, with strong verbal and written communication skills in both languages
Spanish is an asset
Demonstrated customer service skills, empathy, composure, and professionalism in sensitive or high-pressure situations
Strong reading comprehension and ability to interpret policy language, procedures, and case information accurately
Sound judgment, attention to detail, and ability to organize multiple active cases and competing priorities
Proficiency with computer systems and applications, including Microsoft Office
Ability to learn CRM and case-management tools quickly
Accurate, timely data entry and clear written case documentation
Ability to collaborate across functions and cultures while taking personal ownership of assigned work
Ability to work rotating days, evenings, overnight shifts, weekends, and holidays
Dependable attendance and punctual handoffs