Location: Hybrid
Job Type: Full-time, Permanent

About Us

EPIC Health Solutions brings over 35 years of experience in the healthcare marketplace. Part of an award-winning enterprise group, our affiliated healthcare companies employ more than 550 professionals worldwide. With the combined strengths of National Healthcare Solutions Inc., Ardent Assistance, and VUMI’s proprietary network, EPIC delivers innovative health solutions across the Americas.

Job Summary

We are seeking a Bilingual Case Manager (Spanish/French preferred) to join our 24/7 global travel assistance team. In this role, you will manage medical cases, support insured members, and collaborate with healthcare providers, insurers, and patients to ensure effective claim management in accordance with insurance contracts.

Key Responsibilities

• Manage and monitor inpatient and outpatient medical cases.
• Provide daily updates and maintain accurate records in case management systems.
• Assess customer needs and recommend appropriate care or medical repatriation solutions.
• Interpret insurance policies and confirm coverage/eligibility with insured members and providers.
• Communicate effectively and empathetically with clients, insurers, and healthcare providers.
• Deliver clear and professional messages, even when handling sensitive information.
• Ensure compliance with insurance regulations, company policies, and industry standards.
• Support global operations, which may require occasional on-call availability outside of scheduled shifts.
• Uphold company values, mission, and vision in all interactions.

Qualifications

• Education: Post-secondary education preferred; minimum high school diploma required.
• Experience:
  • Case Management: 1 year (preferred)
  • Emergency Assistance: 2 years (preferred)
  • Customer Service: 1 year (preferred)
  • Knowledge of U.S. and Canadian healthcare systems (asset)
• Skills:
  • Familiarity with medical terminology.
  • Ability to interpret insurance policy wording.
  • Strong written and verbal communication, active listening, and customer service skills.
  • Computer proficiency (typing, documentation, case systems).
  • Ability to multi-task, prioritize, and adapt in a high-paced environment.
  • Team player with problem-solving and conflict resolution skills.
• Languages: Fluency in Spanish or French (preferred), with strong English required. Portuguese is an asset.

Work Schedule

• Full-time, permanent role in a 24/7 operation.
• Occasional on-call availability may be required to support global operations.
• Hours of work and scheduling comply with the Ontario Employment Standards Act, including overtime and rest periods.

Benefits include:

• • Extended health care
  • Dental care
  • RRSP match
  • On-site parking

Epic Health Solutions is committed to providing an inclusive and accessible work environment. We are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and are dedicated to ensuring equal opportunities for all applicants. If you require any accommodations during the recruitment process, please send us an email on accessibility@epicamericas.com and we will work with you to meet your needs.