Global Travel & Medical Assistance Coordinator

Allianz; Brisbane; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Permanent full-time (38 hours per week

Global career pathways

Comprehensive training

Supportive team culture

Wellbeing initiatives

Learning programs

Digital customer-centric environment

Brisbane CBD location

Job summary

Allianz Partners in Brisbane is seeking an Assistance Coordinator to support global travel and medical emergencies. You will handle case triage, documentation, and provider liaison within a fast-paced 24/7 operation, ensuring empathetic, high-quality customer outcomes.

The role emphasizes accurate information gathering, timely escalation, and collaborative case progression across teams to deliver exceptional support to travellers worldwide.

Qualifications

• Experience in customer service, contact centre, insurance, healthcare or emergency services environments.
• Exceptional communication and relationship-building skills.
• Strong problem-solving and critical-thinking capability.
• Ability to remain calm and make decisions under pressure.
• Excellent organisational skills and attention to detail.
• Confidence navigating multiple systems simultaneously.
• Strong written communication and administrative capabilities.

Responsibilities

• Manage inbound and outbound calls from customers, hospitals, medical providers and key stakeholders.
• Assess and triage cases based on urgency and complexity.
• Gather and validate policy, travel and medical information.
• Escalate time-critical or complex cases appropriately.
• Deliver a seamless and empathetic customer experience.
• Create and manage cases from first notification through to handover.
• Maintain accurate case documentation and records.
• Coordinate task allocation across operational teams.
• Conduct follow-up communications with customers and providers.
• Ensure efficient workflow management and case progression.

Skills

Customer service

Contact centre experience

Insurance knowledge

Healthcare knowledge

Emergency services familiarity

Communication

Digital literacy

Job description

Allianz Partners in Brisbane is seeking an Assistance Coordinator to support global travel and medical emergencies. You will handle case triage, documentation, and provider liaison within a fast-paced 24/7 operation, ensuring empathetic, high-quality customer outcomes.

The role emphasizes accurate information gathering, timely escalation, and collaborative case progression across teams to deliver exceptional support to travellers worldwide.