Global Assistance Coordinator

International Medical Group•Indianapolis, IN

28d•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. We are now accepting applications to fill our next training class. Job Summary: The Global Assistance Coordinator serves as the first point of contact for members, providers, and partners calling IMG for medical or travel‑related assistance. This role focuses on completing minimum intake, verifying key information, creating accurate case records, and ensuring callers are routed to the proper clinical, transport, or assistance team.

Requirements

Fluent spoken and written English
Previous customer service experience (not necessarily in a related field)
Demonstrates strong oral and written communication skills by delivering clear, professional, and calm interactions with a diverse global caller base.
Ensures all case data is captured completely and correctly to avoid delays in member care
Demonstrates strong computer proficiency by efficiently navigating multiple systems, tabs, and intake sheets while managing live calls.

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

Responsibilities

Handle Incoming Assistance Calls (Primary Function)
Answer and assist with inbound calls from members, providers, facilities, and partners.
Use scripted intake questions and required prompts based on client type or program.
Identify call reason and determine the appropriate team to assist based on established protocol.
Complete Minimum Intake & Case Creation
Gather key information: member name, DOB, caller details, location, reason for call, onset, symptoms, facility details, travel dates, etc.
Complete medical case intake when appropriate (diagnosis, admission details, facility info).
Create and update case files in CCMT/Dynamo accurately.
Eligibility Verification Support
Log into Group Admin systems or client rosters to verify eligibility when applicable.
Understand when to escalate eligibility questions to Precertification or Benefit Review.
Documentation & Administrative Duties
Create new insured, provider, or facility entities in the system when missing.
Save intake forms correctly, upload documents, and ensure demographic data is removed from templates for next caller.
Accurately document all call details and actions taken.
Intake Routing & Tasking
Route cases to the correct queue (Assistance, Transport, Medical, Precert) based on protocols.
Set tasks for nurse or assistance coordinator review when required.
Escalation Awareness (Entry-Level)
Identify urgent medical situations and follow escalation protocols immediately.
Recognize when calls require transfer to clinical staff (e.g., overseas admissions)