Remote Assistance Case Coordinator

Overview

As one of the world\\\’s top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. We are now accepting applications to fill our next training class.

Job details

Location: Indianapolis, IN. Remote & Hybrid scheduling options available. Day shift & Night shift schedules available. Schedule will be set by contract, with the team covering 24/7/365; therefore, some holiday and weekend work on a rotation basis will be necessary. Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position.

Job Summary

IMG provides 24/7/365 global travel and medical support for its members when they are away from home; these members may be international students, expatriate workers, leisure travelers, missionaries, etc. The core responsibility of a Case Manager and/or Assistance Coordinator is to manage, lead, and coordinate a compassionate solution for the member, often involving complex logistics and supportive communication with providers and partners in other countries. In medical situations, the team works closely with our RNs and Physicians, who direct the clinical actions required to ensure the member always receives appropriate medical care. Overall, this role is responsible for being wholly informed of the case plan, progress, and situation, and to keep interested parties (families, employers, clients, etc) informed of the case plan, next steps, and other updates.

Some cases require interacting professionally with our clients both on the phone and through email. The coordinator must remain calm under pressure, thrive in a fast-paced environment, and demonstrate empathy with a focus on customer satisfaction. In short, the coordinator is someone who wants to help other people, exhibit leadership, and work in a global and multi-lingual context.

Perks

• Monthly performance bonus (must meet department standards and qualifications)
• Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance
• 401k Plan with company match
• Paid Parental Leave
• Tuition Reimbursement
• Paid Time Off
• Casual Dress Environment

Duties And Responsibilities

• Provide high levels of customer satisfaction by displaying patience and empathy towards callers from diverse cultures worldwide.
• Ensure total service satisfaction by engaging with callers, analyzing and addressing their needs, and interacting with multiple systems and departments within the company.
• Excel in a multi-week training course to gain comprehensive knowledge of Assistance products and services, along with Pre-Certification processes, insurance benefits, and service delivery tactics and practices.
• Coordinate and collaborate across departmental teams to perform medical monitoring, medical evacuations, repatriation, and return of mortal remains.
• Maintain company quality of service standards to deliver accurate advice and resolve customer cases with a high level of attention and professionalism.
• Professionally and courteously handle calls related to travel and medical cases and provide complete and clear communication to all stakeholders.
• Identify emergencies and follow escalation protocols to handle them properly.
• Arrange and establish direct billing agreements with providers or issue Guarantees of Payment (GOPs) as required. Coordinate with the IMG Provider Relations team to reprice invoices.
• Manage a shared email mailbox, ensuring professional and accurate responses to member communications.
• Clearly answer and explain benefit, eligibility, and claim questions, making limited benefit decisions by reviewing terms and conditions of policy documents.
• Deliver courteous and professional outbound communication via phone, chat, email, or WhatsApp as instructed.
• Document contact outcomes in the customer relationship management tool.
• Participate in constructive quality feedback sessions with management to improve performance.
• Mentor and help new employees when asked.
• Assist in special projects or tasks assigned by supervisors or team leaders as needed.

Qualifications

• Minimum of at least two years in a similar role within the travel insurance, expatriate insurance, or international assistance industry.
• Ability to demonstrate helpfulness and dedication with professional interpersonal, written, and oral communication skills.
• Strong analytical and problem-solving skills.
• Basic level of proficiency in Microsoft Office Suite software.
• Excellent interpersonal, written, and oral communication skills.
• Global geographical knowledge and cross-cultural awareness.
• Self-motivated with a proven ability to maintain a positive attitude, manage stress effectively, and demonstrate attention to detail in a fast-paced environment.
• Demonstrated ability to multi-task and successfully navigate systems on dual monitors in a fast-paced environment.

Preferred Skills

• Experience living, studying, or working overseas.
• Basic medical terminology
• Experience coordinating medical transportation by ground, air, or other.
• Self-presentation skills
• Bilingual – Proficient verbal and written communication skills in a foreign language
• International insurance experience preferred.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.