Emergency Assistance Coordinator
Location: Markham, Ontario, Canada (Hybrid)
Employment Type: Full-Time Languages: Fluent English and French About the Role Epic Health Solutions is seeking an Emergency Assistance Coordinator to support medical and non-medical assistance cases in a fast-paced 24/7 international environment. The successful candidate will coordinate assistance services for travelers, communicate with healthcare providers and clients, maintain accurate case documentation, and ensure timely follow-up and resolution of cases.
Key
Responsibilities
- Respond to medical and non-medical assistance requests via phone and email.
- Open, update, and maintain accurate case records in CRM systems.
- Coordinate with healthcare providers, clients, and internal teams.
- Interpret policy benefits, limitations, and service provisions.
- Monitor active cases and ensure timely follow-up and escalation when required.
- Maintain clear communication with travelers, providers, and stakeholders.
- Ensure compliance with company procedures, privacy requirements, and service standards.
- Support Medical Case Management and Claims teams as needed.
Qualifications
- Fluent English and French (written and spoken) required.
- High school diploma or equivalent.
- 3+ years of experience in insurance, healthcare coordination, travel assistance, customer service, or a related field preferred.
- Strong communication, customer service, and problem-solving skills.
- Ability to remain calm and professional in high-pressure situations.
- Proficiency with Microsoft Office and CRM systems.
- Spanish is considered an asset.
Schedule This is a hybrid position based in Markham, Ontario, Canada. The role requires availability to work rotating shifts in a 24/7 operation, including evenings, overnight shifts, weekends, and holidays.
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