Emergency Assistance Coordinator

Job summary

Respond to medical and non-medical assistance requests, coordinate services with travelers, healthcare providers, and internal teams, and maintain accurate case records. Monitor cases, interpret policy provisions, ensure timely follow-up and escalation, and comply with company procedures, privacy requirements, and service standards.

Job details

Emergency Assistance Coordinator Location: Markham, Ontario, Canada (Hybrid) Employment Type: Full-Time Languages: Fluent English and French About the Role Epic Health Solutions is seeking an Emergency Assistance Coordinator to support medical and non-medical assistance cases in a fast-paced 24/7 international environment. The successful candidate will coordinate assistance services for travelers, communicate with healthcare providers and clients, maintain accurate case documentation, and ensure timely follow-up and resolution of cases. Key Responsibilities Respond to medical and non-medical assistance requests via phone and email. Open, update, and maintain accurate case records in CRM systems. Coordinate with healthcare providers, clients, and internal teams. Interpret policy benefits, limitations, and service provisions. Monitor active cases and ensure timely follow-up and escalation when required. Maintain clear communication with travelers, providers, and stakeholders. Ensure compliance with company procedures, privacy requirements, and service standards. Support Medical Case Management and Claims teams as needed. Qualifications Fluent English and French (written and spoken) required. High school diploma or equivalent. 3+ years of experience in insurance, healthcare coordination, travel assistance, customer service, or a related field preferred. Strong communication, customer service, and problem-solving skills. Ability to remain calm and professional in high-pressure situations. Proficiency with Microsoft Office and CRM systems. Spanish is considered an asset. Schedule This is a hybrid position based in Markham, Ontario, Canada. The role requires availability to work rotating shifts in a 24/7 operation, including evenings, overnight shifts, weekends, and holidays.

What you’ll do

Respond to medical and non-medical assistance requests, coordinate services with travelers, healthcare providers, and internal teams, and maintain accurate case records. Monitor cases, interpret policy provisions, ensure timely follow-up and escalation, and comply with company procedures, privacy requirements, and service standards.

Requirements

Fluent written and spoken English and French and a high school diploma or equivalent are required. Three or more years of relevant experience is preferred, along with strong communication, customer service, and problem-solving skills, proficiency with Microsoft Office and CRM systems, and the ability to remain professional under pressure; Spanish is an asset.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Office · Preferred
• CRM Systems · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• English-French Bilingual Communication
• Customer Service
• Case Coordination
• Case Documentation
• CRM Systems
• Microsoft Office
• Problem-Solving
• Healthcare Provider Coordination
• Policy Benefits Interpretation
• Case Monitoring
• Escalation Management
• Privacy Compliance
• Time Management
• Professionalism Under Pressure

Job areas

• Customer Service & Support
• Healthcare
• Administrative