Customer Assistance Coordinator

Medical Assistance Coordinator

This position is part of the Travel Guard team, a leading travel insurance brand that provides a comprehensive portfolio of travel insurance solutions and global assistance services across Asia, Europe, and the Americas. The role supports travelers experiencing medical issues abroad by coordinating care, arranging prescriptions, and managing medical travel logistics.

• Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs
• Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances
• Coordinate medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements
• Liaise with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged
• Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines
• Manage multiple cases simultaneously, prioritising effectively in a dynamic, fast‑paced environment
• Accurately document case details, decisions, and client interactions in case management and policy systems
• Contribute to a consistently positive, professional and empathetic experience for every client, even in high‑pressure situations

• High School Diploma or equivalent
• Experience in customer service, call‑centre, healthcare coordination, travel assistance, or another client‑facing role
• Strong verbal communication skills, with the ability to explain information clearly and compassionately
• The ability to remain calm, empathetic, and professional when supporting people in distress
• Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly
• The ability to multitask, prioritise competing demands, and follow established processes
• Good problem‑solving skills and the confidence to think through unfamiliar situations
• A positive, flexible attitude and willingness to learn in a fast‑paced environment
• Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required)
• Availability to work 4 pm–2 am with rotating weekends
• Position includes a shift differential of $3 per hour from 5 pm–7 am weeknights and all day on Saturday/Sunday, and additional $3 per hour Saturdays and Sundays 7 pm–7 am

• Shift: 4 pm–2 am with rotating weekends
• Shift differential: $3 per hour 5 pm–7 am weeknights and all day Saturday/Sunday; additional $3 per hour Saturday/Sunday 7 pm–7 am

• Job flexibility: a hybrid schedule with three days in the office and two days working from home
• Career growth: onboarding experience, continuous professional development, and a supportive work environment fostering growth at every stage
• Time off: regular annual and personal leave, volunteer leave, and a comprehensive paid parental leave scheme
• Health plan: competitive high‑deductible health plan, Employee Assistance Program, and 401(k) program with employer matching
• Diversity & inclusion: an inclusive culture that embraces diversity and encourages employees to bring their whole selves to work