Global Coordination Specialist

International Medical Group•Indianapolis, IN

9d•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. The Global Coordination Specialist is a senior member of IMG’s global assistance operations responsible for the end to end management of high acuity, complex medical and logistical cases. This position manages evacuations, repatriations, medically escorted transports, air ambulance missions, and complex international hospitalizations, particularly those involving: • ICU / HDU admissions • Prolonged admissions (LOA > 9 days) • High risk or red/amber country locations • Private hospital evacuations • Severe, unstable, or escalating medical cases The CCAT Specialist serves as IMG’s logistics and operational lead for critical medical transports, coordinating with providers worldwide, liaising with the Medical Team, advising Case Managers, and acting as the key operational point of contact for complex, high visibility cases. This role requires advanced judgment, strong clinical comprehension, exceptional global communication skills, and the ability to manage life or death logistics under strict time pressure.

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)

Responsibilities

Critical Care Case Ownership & Oversight
Manage all cases meeting CCAT criteria, including:
Medically escorted commercial repatriations and evacuations
Air ambulance evacuations and repatriations
ICU/HDU admissions or admissions exceeding 9 days
All admissions in high‑risk (“red”) countries
Evacuations from private hospitals to more appropriate care facilities
Act as the operational lead from activation to closure, ensuring accuracy, coordination, timeliness, and adherence to clinical direction.
Global Medical Transport Logistics
Plan and coordinate transport end-to-end, including:
Obtaining air ambulance, stretcher, or escorted commercial flight quotes
Facilitating “Fit to Fly” medical clearance processes (Medical Officer collaboration)
Securing ground transfers at origin and destination
Completing and uploading all necessary transport documentation (Form A/B, itineraries)
Monitoring, updating, and communicating itinerary changes to all stakeholders
Ensuring receiving hospital acceptance and bed confirmation
Medical Team Collaboration
Work closely with IMG Medical Officers to:
Obtain clinical recommendations for mode of transport
Escalate worsening conditions or significant changes
Support medical monitoring through updates and information gathering
Discuss repatriation viability, transport risks, and clearance requirements
Client, Provider, and Cross‑Functional Communication
Serve as the high‑acuity liaison for:
Underwriters (cost approvals, benefit limitations)
Case Managers (case ownership & customer communication)
Medical Team (clinical direction & approvals)
Air Ambulance and Escort Providers (logistics & flight planning)
Employers, TPA partners, government agencies, or global clients
Maintain proactive, consistent updates every step of the case lifecycle.
Advanced Case Documentation & Task Management
Create and manage role‑specific tasks using approved templates (cover status, repat recommendations, luggage, companion, passport status, etc.)
Ensure accuracy and timeliness of all notes, documents, and timeslips
Maintain detailed transport steps, milestones, and outcomes
Adhere to all compliance, auditing, and workflow requirements
Risk Assessment & Cost Containment
Evaluate medical and geopolitical risk factors affecting travel
Identify cost‑effective transport options aligned with medical necessity
Support underwriter approval processes with accurate case details
Avoid unnecessary air ambulance missions through clinical alignment
Training & Internal Expertise
Provide coaching and support to junior case managers and Assistance staff
Participate in medical case review discussions
Support training on repatriation, evacuation, and high‑acuity case workflows