24/7 Assistance Supervisor

International Medical Group•Indianapolis, IN

1d•Hybrid

About The Position

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. JOB SUMMARY The 24/7 Assistance Supervisor is responsible for the leadership, oversight, and operational quality of IMG’s 24/7 Assistance team. This role ensures consistent, accurate, and timely management of high acuity, complex medical assistance cases, including air ambulance missions, medically escorted transports, repatriations, evacuations, ROMR, and admissions. The Supervisor acts as the operational leader and strategic escalation point, working directly with the Medical Team, Case Managers, underwriters, Escort and Air Ambulance providers, and global assistance partners. This role ensures adherence to workflows, clinical safety requirements, international regulations, documentation standards, and cost containment expectations. This position requires strong leadership, advanced case management judgment, and expert knowledge of all assistance protocols.

Requirements

Experience in international medical assistance, global travel risk management, or complex medical/logistical coordination
Strong communication skills with the ability to manage distressed callers, global stakeholders, and clinical personnel
Ability to multitask under pressure, balancing multiple high risk cases
Familiarity with medical terminology and transport medicine basics
High attention to detail, problem-solving ability, and sound judgment
Exhibit empathetic insight into the customer journey, whether for a patient navigating a healthcare setting or a traveler in an international environment

Nice To Haves

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)
To promote a company ethos of service excellence and to contribute to the development and achievement of the Operations Department strategy
To work as an integral part of the Operations Team in order to achieve the departmental targets and goals
To provide help and assistance to insured clients who become sick, sustain injury or who need to return to their home Country.
To provide the highest level of customer service to both internal and external clients

Responsibilities

Team Leadership & Oversight
Oversee workload distribution to ensure equitable allocation of cases, transports, and logistical demands.
Provide real time guidance for escalations involving admissions, high risk country hospitalizations, prolonged admissions or medically complex transports.
Support staff scheduling, coverage planning, and coordination during peak periods, holidays, or high volume surges.
Monitor team performance trends, documentation quality, and adherence to meet client SLA requirements.
Operational Quality & Case Governance
Ensure compliance with critical workflows, including:
Medically escorted commercial repatriations
Air ambulance evacuations and repatriations
Natural disaster or political evacuations
ROMR coordination
Transfers from private hospitals to appropriate facilities
Confirm team tasks follow required templates (cover status, repat recommendations, luggage/passport, companion, destination, etc.).
Validate clinical alignment with the Medical Team for transport recommendations and “Fit to Fly” requirements.
Oversee the quality of all 24/7 Assistance and Specialists case notes, itinerary documentation, risk assessments, and chain of custody of medical records.
High Risk Case Escalation & Decision Support
Serve as the subject matter expert for cases involving:
ICU or HDU admission
Serious clinical deterioration
Red country or high security contexts
Evacuations requiring rapid medical or aviation assessment
Multi provider or multi jurisdictional complications
Partner with Medical Officers and Case Managers to triage urgent situations, assess transport feasibility, and agree on safe next steps.
Guide financial and clinical escalation to underwriters, clients, and global partners when warranted.
Cross Functional Collaboration & Communication
Act as primary operational liaison between 24/7 Teams, Medical Team, Case Management, Global Provider Network, and client facing teams.
Support communication strategies for complex, high visibility cases involving corporate clients, TPAs, government agencies, NGOs, or multinational partners.
Collaborate with underwriters and Benefit Review for approvals, benefit validation, and cost containment alignment.
Training, Development & Continuous Improvement
Support training new and existing staff on 24/7 Assistance and Specialist workflows, air ambulance procedures, escorted repatriation steps, and case documentation standards.
Monitor 24/7 Assistance and Specialist call handling, case flow efficiency, and documentation accuracy; provide coaching and corrective guidance as needed.
Participate in creation and refinement of 24/7 Assistance and Specialist job aids, process documentation, standard operating procedures, and QA standards.
Lead or support post mission reviews to identify areas of improvement and strengthen medical transport safety and efficiency.
Reporting, Metrics & Performance Management
Track team KPIs, SLA adherence, high acuity case volumes, transport turnaround times, and case milestones.
Provide regular reporting to leadership on 24/7 Assistance and Specialist performance, operational risks, and resource needs.
Support root cause analysis following quality deviations or adverse case outcomes