Medical Assistance Coordinator

Medical Assistance Coordinator

119446

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At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover‑More partners with many of the world’s best‑known brands – think major airlines, travel giants, top banks, credit‑card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover‑More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi‑line insurers. Our family of customer‑facing brands includes trusted names like Travel Guard, Cover‑More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long‑awaited holiday, a last‑minute business trip, or an unexpected detour, we deliver in the moments that matter.

Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover‑More in December 2024.

• Take inbound calls from clients experiencing medical situations while travelling, 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 at once, 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.
• Ability to multitask, prioritise competing demands and follow established processes.
• Good problem‑solving skills and 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).
• Position includes a shift differential of $3/hour from 5 pm–7 am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between 7 pm–7 am.

We value optimism, caring, togetherness, results‑orientation and forward‑thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Our hybrid…