Customer Assistance Coordinator

Zurich Insurance Group•Houston, TX

10d•Hybrid

About The Position

Our Medical Assistance Coordinators play a critical role in supporting travelers when they experience medical issues away from home. Whether it’s coordinating care, arranging prescriptions, or supporting medical travel, you’ll help ensure people get the right assistance at the right time. This is a fast-paced, people-focused role where calm communication, attention to detail, and empathy really matter. You’ll be trained to manage real-world medical assistance scenarios while working closely with medical professionals and global service partners.

Requirements

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.
The ability to multitask, prioritise competing demands, and follow established processes.
Good problem-solving skills and the confidence to think through unfamiliar situations.
A positive, flexible attitude and willingness to learn in a fast-paced environment.
Ability to work 4pm-2am with rotating weekends.
Position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am

Nice To Haves

Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required).

Responsibilities

Take inbound calls from clients experiencing medical situations while traveling, 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