Global Assistance Administrator

Job Details

• Location:
  
  Indianapolis, IN. Remote 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

The Global Assistance Administrator serves as the first point of contact for members, providers, and partners calling IMG for medical or travel‑related assistance. This role focuses on completing minimum intake, verifying key information, creating accurate case records, and ensuring callers are routed to the proper clinical, transport, or assistance team.

• 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

• Answer and assist with inbound calls from members, providers, facilities, and partners.
• Use scripted intake questions and required prompts based on client type or program.
• Identify call reason and determine the appropriate team to assist based on established protocol.

• Gather key information: member name, DOB, caller details, location, reason for call, onset, symptoms, facility details, travel dates, etc.
• Complete medical case intake when appropriate (diagnosis, admission details, facility info).
• Create and update case files in CCMT/Dynamo accurately.

• Log into Group Admin systems or client rosters to verify eligibility when applicable.
• Understand when to elevate eligibility questions to Precertification or Benefit Review.

• Create new insured, provider, or facility entities in the system when missing.
• Save intake forms correctly, upload documents, and ensure demographic data is removed from templates for next caller.
• Accurately document all call details and actions taken.

• Route cases to the correct queue (Assistance, Transport, Medical, Precert) based on protocols.
• Set tasks for nurse or assistance coordinator review when required.

• Identify urgent medical situations and follow escalation protocols immediately.
• Recognize when calls require transfer to clinical staff (e.g., overseas admissions).

• Fluent spoken and written English
• Previous customer service experience (not necessarily in a related field)
• Demonstrates strong oral and written communication skills by delivering clear, professional, and calm interactions with a diverse global caller base.
• Ensures all case data is captured completely and correctly to avoid delays in member care
• Demonstrates strong computer proficiency by efficiently navigating multiple systems, tabs, and intake sheets 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