Assistance Coordinator (Day and Nightshift)

About the role

Make a real difference every day in a dynamic contact centre role where you’ll support customers during their most critical moments.

Responsibilities

• Handle inbound calls and emails from members requiring medical and non-medical assistance while reviewing information across multiple systems.
• Provide attentive, empathetic support to members in high-stress situations, demonstrating strong communication and problem-solving skills.
• Document all interactions accurately in case and claim management systems, including follow-up actions and service fees.
• Collaborate with internal teams and external clients to resolve issues related to coverage, authorization, and care coordination.
• Interpret insurance benefits and assist members with medical evacuations, repatriations, and coordination of complex transportation services.
• Participate in ongoing training, coaching sessions, and quality reviews to maintain high service standards.
• Manage a high volume of calls efficiently, balancing workload while maintaining professionalism and compliance with SLAs.

Requirements

• An associate’s degree or equivalent, or at least six months to one year of related experience.
• Strong communication skills, both written and verbal, with a professional and positive demeanor.
• Able to manage stress effectively and multitask in a fast-paced, high-pressure environment.
• Basic knowledge of geography, cultures, and languages to enhance member interactions.
• Critical thinking and problem-solving skills to assist members with complex situations.
• A proactive attitude with enthusiasm for delivering excellent customer service.

Qualifications

• None specified

Skills

• Excellent communication skills
• Problem-solving skills
• Customer service orientation
• Stress management

Benefits

• Salary: $23.52 USD Hourly
• Monthly performance-based discretionary bonus
• 20 days annual leave (rising to 25 days based on length of service)
• 8 paid company holidays
• Medical, dental, vision, and life insurance
• HSA, FSA, and HRA available with employer contribution
• 401(k) pension plan with employer match
• Paid parental leave
• Education reimbursement
• Two different shifts to choose from (Hybrid Work - 3 days in the office per week)
• Night shift remote after training period

Pay

• $23.52 USD hourly

Schedule

• Hybrid Work - 3 days in the office per week
• Night shift remote after training period