Medical Case Manager

About the role

In this role, you will play a critical part in supporting travellers experiencing medical emergencies while away from home. You will manage and monitor medical assistance cases from initial referral through to resolution, ensuring customers receive appropriate care, support, and guidance throughout their journey. This position is part of the Travel Guard team, a leading travel insurance brand serving millions of leisure and business travellers worldwide since 1982. Travel Guard operates service centres across Asia, Europe, and the Americas, providing 24/7 support to help travellers navigate unexpected disruptions.

Responsibilities

• Manage and monitor medical assistance cases from onset through to discharge, repatriation, or case closure.
• Assess medical information and determine appropriate next steps based on the traveller’s condition and circumstances.
• Liaise with treating physicians, hospitals, clinics, and medical providers worldwide to obtain updates and coordinate care.
• Review medical reports and monitor treatment plans to ensure customers receive appropriate and timely medical assistance.
• Recommend medically necessary travel arrangements, including commercial travel or air ambulance transport where required.
• Collaborate closely with Travel Guard physicians, Assistance Coordinators, Claims teams, and other internal stakeholders to support optimal case outcomes.
• Evaluate medical cases against policy coverage and support case reviews in partnership with Claims.
• Provide clear, compassionate, and professional communication to customers, families, providers, and business partners.
• Maintain accurate case documentation and ensure compliance with internal policies, regulatory requirements, and service standards.
• Participate in training, education, and knowledge-sharing initiatives to support continuous team development.
• Contribute to a collaborative, customer-focused environment that delivers exceptional service and support.
• Actively support Travel Guard’s commitment to treating customers fairly and delivering positive customer outcomes.

Requirements

• Registered Nurse or Paramedic qualification.
• Minimum 5 years of experience in emergency medicine, critical care, intensive care, emergency response, or a related healthcare environment.
• Advanced Medical English communication skills, both written and verbal.
• Ability to work the evening/night shift.
• Strong clinical assessment skills and the ability to make sound decisions in time-sensitive situations.
• Experience reviewing medical records, treatment plans, and clinical reports.
• Ability to manage multiple priorities and cases simultaneously in a fast-paced environment.
• Strong stakeholder management and communication skills, with the ability to interact effectively with medical professionals and customers globally.
• Proficiency with computer systems, documentation platforms, and Microsoft Office applications.
• Demonstrated ability to work independently while contributing to a collaborative global team.
• Additional language skills including Spanish, Portuguese, French, Italian, or German (preferred).

Preferred Qualifications

• Experience in out-of-hospital emergency care, aeromedical transport services, or travel assistance operations.
• Knowledge of flight physiology and medical repatriation requirements.
• Experience working in a global, matrixed, or 24/7 operational environment.
• Previous experience in travel insurance, medical assistance, or international healthcare coordination.

Benefits

• Hybrid work model: 3 days in the office and 2 days working from home.
• Comprehensive onboarding experience and continuous professional development opportunities.
• Regular annual and personal leave benefits, volunteer leave, and a 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.
• Supportive work environment that encourages diversity and inclusion.

Pay

The proposed salary range for this position is $70,000 - $88,000.