Global Assistance Coordinator

Job Summary

The Global Assistance Coordinator is the first point of contact for members, providers, and partners who call IMG for medical or travel‑related assistance. In this role, you’ll gather essential information, verify key details, create accurate case records, and connect callers with the appropriate clinical, transport, or assistance team—helping ensure timely, coordinated support.

This is a position designed to build foundational knowledge in global assistance operations and support future growth into case coordination roles. If you enjoy helping others, communicate well under pressure, and thrive in a fast‑paced environment, this may be a great fit.

• Location:
  
  Indianapolis, IN. Remote & Hybrid scheduling options available.
• Day shift schedule.
• Schedule will be set by contract, with the team covering 24/7/365.
• 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.

• Monthly performance bonus (must meet department standards and qualifications).
• Comprehensive benefits package including Medical / RX / Dental / Vision Insurance.
• 401(k) plan with company match.
• Paid parental leave.
• Tuition reimbursement.
• Paid time off.

Handle inbound assistance calls (primary function)

• Answer inbound calls from members, providers, facilities, and partners with a calm, professional, customer‑focused approach.
• Use approved scripts, prompts, and protocols based on caller type, program, and service guidelines.
• Identify the reason for the call and route to the appropriate team (clinical, transport, travel, or other assistance) following established procedures.
• Support accurate intake and routing for higher‑acuity categories such as travel assistance, admissions, guarantees of payment, and return of mortal remains (ROMR).

Complete intake and create cases

• Collect required details including member identifiers, caller information, location, reason for call, symptoms/onset, facility details, and relevant travel information.
• When appropriate, document medical intake details such as presenting concern, diagnosis (if known), admission status, and facility information.
• Create and update case records in CCMT/Dynamo with strong attention to accuracy and completeness.

Support eligibility verification

• Use group administration systems and/or client rosters to validate eligibility when required.
• Recognize when eligibility or benefit questions should be escalated to Precertification or Benefit Review.

Document accurately and complete administrative tasks

• Create new member, provider, or facility profiles when needed.
• Save and upload documentation correctly and follow data‑handling procedures to protect sensitive information (including clearing templates as required).
• Document call details and actions taken so the next team member can continue work without unnecessary re‑contact.

Route cases and set tasks

• Route cases to the correct queue (e.g., Assistance, Transport, Medical, Precertification) according to protocols and service‑level expectations.
• Create tasks and handoffs for nurses and assistance coordinators using approved templates and clear, complete notes.
• Examples may include tasks related to coverage status, luggage support, companion coordination, and passport/travel documentation.

Recognize when to escalate

• Identify urgent or high‑risk situations and follow escalation procedures immediately.
• Recognize when a call requires immediate transfer to clinical staff or other specialists (for example, overseas admissions or emergent symptoms).

• Fluent spoken and written English.
• Customer service experience (any industry) and comfort handling phone‑based support.
• Strong communication skills with the ability to remain calm, clear, and professional with a diverse global caller base.
• Detail‑oriented approach to capturing complete and accurate information to avoid delays in service.
• Strong computer skills, including the ability to navigate multiple systems/screens while managing live calls.

• Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.
• The ability to work under pressure as part of a close‑knit team.
• Recognizes when situations require rapid escalation (medical emergencies, inpatient admissions, costs, facility requests).
• Good organizational skills, the ability to prioritize workload and use own initiative.
• Additional fluency or working knowledge of alternative language(s).
• Exhibit empathetic insight into the customer journey, whether for a patient navigating a healthcare setting or a traveler in an international environment.