Medical Case Manager - Travel Assistance

Description

Founded in 1990, Assist America is the nation’s largest provider of global travel assistance services for employee and student benefit plans. We support members and their dependents during medical and non-medical travel emergencies, ensuring rapid access to qualified care and logistical support worldwide.

Founded in 1990, Assist America is the nation’s largest provider of global travel assistance services for employee and student benefit plans. We support members and their dependents during medical and non-medical travel emergencies, ensuring rapid access to qualified care and logistical support worldwide.

The Medical Case Manager supports members experiencing medical emergencies while traveling, providing clear guidance, reassurance, and timely assistance in high-stress situations. As the primary point of contact, this role delivers exceptional customer care while coordinating medical and travel-related services with internal teams, global vendors, and medical providers in a fast-paced, operations-driven environment.

• Respond promptly to travel-related medical and non-medical assistance needs, including medical referrals, monitoring, evacuations, repatriations, benefit inquiries, and claims.
• Manage end-to-end assistance cases from initial intake through resolution and closure.
• Maintain continuous case ownership and provide timely updates to members, clients, and stakeholders.
• Assess situations and determine appropriate next steps in accordance with established protocols and service level agreements.
• Coordinate with medical professionals and third-party vendors, including hospitals, transport providers, airlines, and ground services.
• Prepare clear case summaries and deliver thorough, collaborative shift-change briefings to keep incoming staff fully informed.
• Document all case activity accurately in the Case Management Software.
• Adhere to service level expectations, response times, and documentation standards.
• Participate in team initiatives and departmental meetings as required.
• Perform additional duties as assigned.

• Bachelor’s degree preferred.
• Background in healthcare, travel assistance, insurance, customer service, or emergency services.
• Strong customer service, communication, and organizational skills.
• Ability to multitask and remain composed in high-stress situations.
• Multilingual skills are a strong plus.
• Proficiency with Microsoft Office or similar software suites.
• Flexibility to work rotating shifts, including nights and weekends.
• Required background checks and drug screening.

• 401(k) with employer match
• Medical, Dental & Vision insurance
• FSA and HSA options
• Short- and Long-term disability coverage
• Life insurance
• Paid time off