What are the responsibilities and job description for the Global Assistance Coordinator position at International Medical Group?
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 Summary:
The Global Assistance Coordinator is the first point of contact for members, providers, and partners who call IMG for medical or travel-related assistance. In this role, you’ll gather essential information, verify key details, create accurate case records, and connect callers with the appropriate clinical, transport, or assistance team—helping ensure timely, coordinated support.
This is a position designed to build foundational knowledge in global assistance operations and support future growth into case coordination roles. If you enjoy helping others, communicate well under pressure, and thrive in a fast-paced environment, this may be a great fit
Job Details:
- Location: Indianapolis, IN. Remote & Hybrid scheduling options available
- Day shift schedule
- Schedule will be set by contract, with the team covering 24/7/365
- 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
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
Duties and Responsibilities:
Handle inbound assistance calls (primary function)
- Answer inbound calls from members, providers, facilities, and partners with a calm, professional, customer-focused approach.
- Use approved scripts, prompts, and protocols based on caller type, program, and service guidelines.
- Identify the reason for the call and route to the appropriate team (clinical, transport, travel, or other assistance) following established procedures.
- Support accurate intake and routing for higher-acuity categories such as travel assistance, admissions, guarantees of payment, and return of mortal remains (ROMR).
- Collect required details including member identifiers, caller information, location, reason for call, symptoms/onset, facility details, and relevant travel information.
- When appropriate, document medical intake details such as presenting concern, diagnosis (if known), admission status, and facility information.
- Create and update case records in CCMT/Dynamo with strong attention to accuracy and completeness.
- Use group administration systems and/or client rosters to validate eligibility when required.
- Recognize when eligibility or benefit questions should be escalated to Precertification or Benefit Review.
- Create new member, provider, or facility profiles when needed.
- Save and upload documentation correctly and follow data-handling procedures to protect sensitive information (including clearing templates as required).
- Document call details and actions taken so the next team member can continue work without unnecessary re-contact.
- Route cases to the correct queue (e.g., Assistance, Transport, Medical, Precertification) according to protocols and service-level expectations.
- Create tasks and handoffs for nurses and assistance coordinators using approved templates and clear, complete notes.
- Examples may include tasks related to coverage status, luggage support, companion coordination, and passport/travel documentation.
- Identify urgent or high-risk situations and follow escalation procedures immediately.
- Recognize when a call requires immediate transfer to clinical staff or other specialists (for example, overseas admissions or emergent symptoms).
Qualifications:
- Fluent spoken and written English.
- Customer service experience (any industry) and comfort handling phone-based support.
- Strong communication skills with the ability to remain calm, clear, and professional with a diverse global caller base.
- Detail-oriented approach to capturing complete and accurate information to avoid delays in service.
- Strong computer skills, including the ability to navigate multiple systems/screens while managing live calls.
Preferred Qualifications:
- Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.
- The ability to work under pressure as part of a close-knit team
- Recognizes when situations require rapid escalation (medical emergencies, inpatient admissions, costs, facility requests).
- Good organizational skills, the ability to prioritize workload and use own initiative.
- Additional fluency or working knowledge of alternative language(s)
- Exhibit empathetic insight into the customer journey, whether for a patient navigating a healthcare setting or a traveler in an international environment.
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.