Medical Assistance Coordinator

battleface•Columbus, OH

4d•Remote

About The Position

battleface is a humanity-focused travel insurance company aiming to connect travelers with customized coverage. Its global assistance arm, Robin Assist, provides 24/7 support, medical coordination, and claims services for travelers. The Medical Assistance Coordinator provides real-time assistance to travelers and manages emergency travel and medical cases, including medical contacts and referrals, evacuations, and transportation. The role collaborates with medical advisors, underwriters, and claims teams to determine appropriate outcomes based on policy coverage and patient needs, while documenting cases for seamless handoffs. The coordinator also contributes to assistance protocols, the provider database, process improvements, client onboarding, and service setup. This is a remote-first role on a flexible team providing services 24 hours a day, seven days a week. The position is not a 9-to-5 job and calls for a team player comfortable with varied responsibilities, innovation, and technology. The company describes its culture as people-first and supportive of growth, collaboration, respect, trust, wellbeing, and work-life balance.

Requirements

Proven working experience in a travel or medical assistance coordinator role.
Background in travel or insurance, with a strong understanding of industry terms and practices.
A genuine love of helping people.
Ability to work flexibly in a team environment providing services 24 hours a day, seven days a week.

Responsibilities

Provide real-time help and support to travelers.
Identify problems and deliver solutions before, during, and after travel.
Act as the front-line first responder for customer emergencies.
Participate in shaping and refining assistance protocols.
Manage emergency travel and medical assistance cases, including medical contacts and referrals, evacuations, and transportation services.
Follow established protocols throughout case management.
Collaborate with medical advisors, underwriters, and claims teams to determine suitable outcomes based on policy coverage and patient needs.
Clearly document actions, strategies, and next steps so team members can continue cases seamlessly.
Help enhance and expand the provider database.
Contribute to process improvements, client onboarding, and service setup.
Set intentional goals aimed at creating meaningful impact for the business and customers.
Build relationships that support the company’s mission.