Remote Assistance Case Coordinator

Remote

Full Time

Assistance Services Center

Mid Level

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®

We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. We are now accepting applications to fill our next training class.

JOB DETAILS

Location: Indianapolis, IN. Remote & Hybrid scheduling options available
Day shift & Night shift schedules available
Schedule will be set by contract, with the team covering 24/7/365; therefore, some holiday and weekend work on a rotation basis will be necessary.
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.

JOB SUMMARY

IMG provides 24/7/365 global travel and medical support for its members when they are away from home; these members may be international students, expatriate workers, leisure travelers, missionaries, etc.

The core responsibility of a Case Manager and/or Assistance Coordinator is to manage, lead, and coordinate a compassionate solution for the member, often involving complex logistics and supportive communication with providers and partners in other countries. In medical situations, the team works closely with our RNs and Physicians, who direct the clinical actions required to ensure the member always receives appropriate medical care. Overall, this role is responsible for being wholly informed of the case plan, progress, and situation, and to keep interested parties (families, employers, clients, etc) informed of the case plan, next steps, and other updates.

Some cases require interacting professionally with our clients both on the phone and through email. The coordinator must remain calm under pressure, thrive in a fast-paced environment, and demonstrate empathy with a focus on customer satisfaction. In short, the coordinator is someone who wants to help other people, exhibit leadership, and work in a global and multi-lingual context.

PERKS

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
Casual Dress Environment

DUTIES AND RESPONSIBILITIES

Provide high levels of customer satisfaction by displaying patience and empathy towards callers from diverse cultures worldwide.
Ensure total service satisfaction by engaging with callers, analyzing and addressing their needs, and interacting with multiple systems and departments within the company.
Excel in a multi-week training course to gain comprehensive knowledge of Assistance products and services, along with Pre-Certification processes, insurance benefits, and service delivery tactics and practices.
Coordinate and collaborate across departmental teams to perform medical monitoring, medical evacuations, repatriation, and return of mortal remains.
Maintain company quality of service standards to deliver accurate advice and resolve customer cases with a high level of attention and professionalism.
Professionally and courteously handle calls related to travel and medical cases and provide complete and clear communication to all stakeholders.
Identify emergencies and follow escalation protocols to handle them properly.
Arrange and establish direct billing agreements with providers or issue Guarantees of Payment (GOPs) as required. Coordinate with the IMG Provider Relations team to reprice invoices.
Manage a shared email mailbox, ensuring professional and accurate responses to member communications.
Clearly answer and explain benefit, eligibility, and claim questions, making limited benefit decisions by reviewing terms and conditions of policy documents.
Deliver courteous and professional outbound communication via phone, chat, email, or WhatsApp as instructed.
Document contact outcomes in the customer relationship management tool.
Participate in constructive quality feedback sessions with management to improve performance.
Mentor and help new employees when asked.
Assist in special projects or tasks assigned by supervisors or team leaders as needed.

QUALIFICATIONS

Minimum of at least two years in a similar role within the travel insurance, expatriate insurance, or international assistance industry.
Ability to demonstrate helpfulness and dedication with professional interpersonal, written, and oral communication skills.
Strong analytical and problem-solving skills.
Basic level of proficiency in Microsoft Office Suite software.
Excellent interpersonal, written, and oral communication skills.
Global geographical knowledge and cross-cultural awareness.
Self-motivated with a proven ability to maintain a positive attitude, manage stress effectively, and demonstrate attention to detail in a fast-paced environment.
Demonstrated ability to multi-task and successfully navigate systems on dual monitors in a fast-paced environment.

PREFERRED SKILLS

Experience living, studying, or working overseas.
Basic medical terminology
Experience coordinating medical transportation by ground, air, or other.
Self-presentation skills
Bilingual – Proficient verbal and written communication skills in a foreign language
International insurance experience preferred.

#LI-DNI

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter

In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*

150

By submitting my application, I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief.

I understand that any false information, omissions or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment.

I understand that this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment. I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment.

You acknowledge that you have read and agree to the applicant instructions and attestation of this application.*

Have you ever been employed or are currently employed by International Medical Group (IMG) or any of its subsidiaries (ALC Health, Global Response)? If yes, please provide your dates of employment with IMG. If no, please respond with N/A.*

How did you learn about this position?*

If referred by an employee of IMG, please provide the name of the employee that referred you.

Are you at least 18 years of age?*

Do you have an relatives currently employed by IMG or any of its subsidiaries (ALC Health, Global Response)? If yes, provide their name(s) in the next question.*

Provide the name(s) of relatives employed by IMG or any of its subsidiaries.

With the nature of our business, we communicate with and/or receive correspondence from customers all over the world. What languages do you speak, read, and/or write fluently?

Are you legally authorized to work in the United States?*

Will you now or in the future require sponsorship for employment visa status?*

Are you subject to a non-compete agreement, non-solicitation agreement, or restrictive covenants agreement?*

Are you open to the pay that is advertised for this position?*

Do you agree to work in the office until you become eligible to work remotely?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

A “disabled veteran” is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application

We are Hiring!

Remote Assistance Case Coordinator

Apply for this position