Assistance Coordinator

Redion•Pembroke Pines, FL

2d•Hybrid

About The Position

The Assistance Coordinator coordinates support for customers in need, including travel arrangements, medical transportation, routine and emergency medical visits, repatriation, and evacuation services. The role requires empathy, urgency, attention to detail, multitasking, teamwork, quick decision-making, and the ability to locate resources under time constraints. This is a hybrid position based in the Pembroke Pines, Florida office, with onsite work 2–3 days per week and work from home 2–3 days per week. The coordinator manages communication and follow-up for assigned cases, communicates coverage decisions, and administers medical payments. The role also involves handling protected health information in accordance with HIPAA and information-security requirements, following sensitive legal compliance instructions, understanding assistance and claims processes, and completing required training. Redion describes its workplace as welcoming and inclusive and offers internal development programs and employee benefits.

Requirements

At least one year of experience working in the healthcare or insurance industry.
High school diploma or GED required.
Ability to handle a high volume of interactions, including calls and emails.
Advanced computer literacy and internet research skills.
Ability to work in a fast-paced environment with strong prioritization and time-management skills.
Empathy, urgency, attention to detail, multitasking ability, teamwork, quick decision-making, and ability to locate resources under time constraints.

Nice To Haves

Customer service experience in medical assistance.
Basic medical terminology knowledge.
Knowledge of U.S. and international healthcare systems.

Responsibilities

Handle inbound and outbound calls, emails, and faxes with patients, clients, and providers.
Meet quality, availability, and productivity expectations.
Communicate proactively, comprehensively, and professionally with patients, clients, and providers.
Prioritize incoming and assigned tasks and take timely action in accordance with contractual and internal service-level agreements.
Follow established GMMI client-specific procedures and standard operating procedures.
Manage daily assigned work and follow up on active cases in a timely manner.
Coordinate work with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers, and supporting departments.
Communicate benefit and coverage decisions and administer medical payments through direct billing or authorized credit card use.
Handle protected health information in accordance with HIPAA and information-security requirements.
Comply with instructions concerning sensitive legal areas, including international sanctions and financial crime.
Apply business concepts such as cost containment, logistics planning, case flows, and claims processing cycles.
Participate in individual, group, and client training and complete mandatory company training by deadlines.
Manage the personal email inbox to stay informed of company and departmental updates.
Perform additional tasks assigned by management.

Benefits

Generous employer contribution toward health, dental, and vision insurance.
Paid maternity and paternity leave.
Scholarship program for employee dependents.
Company match on 401(k).
Employee Assistance Program (EAP).
Company-paid short-term and long-term disability insurance.
Company-paid life insurance.
Voluntary pet insurance.
Voluntary legal benefit.
Discounts on travel insurance.
Time off policies including vacation days, sick days, personal days, holidays, and volunteer days (VTO).
Diversity, Equity, and Inclusion Committee.
Career pathing and Individual Development Plans.
Internal training and intern opportunities.
Women in Business Mentorship Program.
Employee awards and recognition.
Education and professional development assistance program.