Emergency Assistance Coordinator
Epic Health Solutions
EMPLOYMENT | SCHEDULE | LANGUAGES |
Full-time | Rotating shifts in a 24/7 operation | Fluent English and French |
About Epic Health Solutions
Epic Health Solutions provides network solutions, healthcare management, and 24/7 medical and non-medical assistance for international travel insurance and assistance clients across the Americas. With operational hubs in Toronto, Miami, Panama City, Medellin, and Guayaquil, we bring more than 35 years of experience to complex, time-sensitive situations. Our affiliated healthcare companies are part of an award-winning enterprise group with more than 800 employees worldwide.
The opportunity
This is a meaningful and fast-paced role for individuals who enjoy solving problems, helping others, and working in a dynamic international environment. As an Emergency Assistance Coordinator, you will coordinate medical and non-medical assistance services for travelers throughout the Americas and other parts of the world, working across healthcare systems, cultures, time zones, and service networks. You will coordinate practical next steps, maintain clear communication, and help move each case toward an appropriate resolution within the applicable policy, service agreement, and company procedures.
The role offers structured training, ongoing team support, and broad exposure to international assistance, healthcare providers, insurance operations, Medical Case Management, and Claims. It also carries significant responsibility: information must be accurate, urgent matters must be recognized and escalated promptly, and every interaction must be handled with professionalism, discretion, and care.
Position summary
You will manage medical and non-medical assistance cases from first contact through follow-up, using telephone, email, CRM, and other operational systems. You will interpret policy benefits and limitations, coordinate with providers and internal specialists, document actions accurately, and keep relevant parties informed. Clinical questions and care decisions are escalated to the Medical Case Management team; coverage, claims, or authorization questions are handled within established authority and escalated when required.
Key Competencies
Customer Focus
Critical Thinking
Adaptability
Professional Judgment
Emotional Resilience
Attention to Detail
Verbal Communication
Team Collaboration
Organization and Prioritization
This role requires
- Calm, respectful communication with people who may be distressed, ill, injured, or far from home.
- Consistent attention to detail when policy terms, sensitive information, deadlines, and financial exposure are involved.
- The confidence to take ownership of a case while recognizing when immediate escalation or specialist input is needed.
- Reliable shift coverage in an operation that serves clients 24 hours a day, 7 days a week, including weekends and holidays.
Core responsibilities
- Respond to incoming medical and non-medical assistance requests by phone and email, gather essential information, assess operational urgency, and begin coordination in accordance with established guidelines.
- Open and maintain complete, accurate case and claim records in the CRM, documenting contacts, decisions, authorizations, outstanding actions, and follow-up requirements in real time.
- Read and apply relevant policy benefits, limitations, and service provisions to individual situations; communicate information clearly without making commitments outside delegated authority.
- Coordinate with medical providers regarding access to care, eligibility or coverage inquiries, direct-billing arrangements when available, and required documentation.
- Work closely with Medical Case Management on care coordination and health-risk considerations, and with Claims on coverage, documentation, and financial-risk matters.
- Maintain timely, clear communication with insured persons, corporate clients, assistance partners, medical providers, and internal teams throughout the life of a case.
- Monitor open cases, complete promised follow-ups, identify delays or changing circumstances, and escalate clinical, operational, coverage, service, or financial concerns promptly.
- Build professional working relationships with in-network and out-of-network providers while protecting the company's service standards and clients' interests.
- Follow confidentiality, data-protection, regulatory, quality, and internal control requirements in every interaction and record.
- Maintain current knowledge of procedures, systems, client requirements, and relevant professional practices through training and coaching.
Judgment and accountability
The quality and speed of this work can materially affect a traveler's access to assistance, a client's experience, and the management of health and financial risk. Coordinators are expected to follow established protocols, stay within assigned authority, protect confidential information, and seek guidance early when facts are incomplete or a situation is outside routine parameters. Accuracy must not be sacrificed for speed, and urgent issues must never be left without a clear handoff, escalation, or follow-up plan.
Qualifications and capabilities
- High school diploma or equivalent. Three or more years of experience in insurance, assistance, healthcare coordination, travel services, or customer service is preferred.
- Fluent or native-level English and French, with strong verbal and written communication skills in both languages. Spanish is an asset.
- Demonstrated customer service skills, empathy, composure, and professionalism in sensitive or high-pressure situations.
- Strong reading comprehension and the ability to interpret policy language, procedures, and case information accurately.
- Sound judgment, attention to detail, and the ability to organize multiple active cases and competing priorities.
- Proficiency with computer systems and applications, including Microsoft Office; ability to learn CRM and case-management tools quickly.
- Accurate, timely data entry and clear written case documentation.
- Ability to collaborate across functions and cultures while taking personal ownership of assigned work.
Schedule and work environment
This is a shift-based position in a 24/7 assistance operation. The successful candidate must be able to work a rotating schedule that may include days, evenings, overnight shifts, weekends, and holidays according to business needs. Dependable attendance, punctual handoffs, and readiness to assume responsibility at the start of each shift are essential to continuity of service.
What success looks like
Successful coordinators earn trust through calm communication, accurate documentation, disciplined follow-through, and timely escalation. They make people feel supported while applying policies and procedures consistently, and they contribute to a team culture in which complex cases are handled collaboratively and responsibly.
Benefits
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Accessibility
Epic Health Solutions is committed to providing an inclusive and accessible work environment and complies with the Accessibility for Ontarians with Disabilities Act (AODA). We are dedicated to ensuring equal opportunities for all applicants. If you require accommodations during the recruitment process, please email us at accessibility@epicamericas.com and we will work with you to meet your needs.
