Medical Assistance Coordinator

About the role

Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

Responsibilities

• Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs
• Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances
• Coordinate medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements
• Liaise with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged
• Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines
• Manage multiple cases at once, prioritising effectively in a dynamic, fast-paced environment
• Accurately document case details, decisions, and client interactions in case management and policy systems
• Contribute to a consistently positive, professional and empathetic experience for every client, even in high-pressure situations

Skills

• High School Diploma or equivalent
• Experience in customer service, call‑centre, healthcare coordination, travel assistance, or another client‑facing role
• Strong verbal communication skills, with the ability to explain information clearly and compassionately
• Ability to remain calm, empathetic, and professional when supporting people in distress
• Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly
• Ability to multitask, prioritise competing demands, and follow established processes
• Good problem‑solving skills and the confidence to think through unfamiliar situations
• Positive, flexible attitude and willingness to learn in a fast‑paced environment
• Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required)

Benefits

• Regular annual and personal leave benefits
• Volunteer leave
• Comprehensive paid parental leave scheme
• Competitive high‑deductible health plan
• EAP programs and access to health and well‑being activities
• 401(k) program with employer matching
• Commitment to diversity and inclusion – bring your whole self to work

Pay

Position includes a shift differential of $3/hour from 5 pm–7 am weeknights and all day on Saturday/Sunday, plus an additional $3/hour on Saturdays and Sundays between 7 pm–7 am.

Schedule

Hybrid work arrangement: 3 days in the office and 2 days working from home.