Emergency Assistance Coordinator

Epic Health Solutions; Markham; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Epic Health Solutions in Markham, Ontario is seeking an Emergency Assistance Coordinator to support medical and non-medical assistance cases in a fast-paced 24/7 international environment.

You will coordinate assistance services, communicate with healthcare providers and clients, and ensure timely follow-up and resolution of cases. The role requires bilingual English and French, a high school diploma, and 3+ years of relevant experience, with a hybrid work arrangement.

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.
• 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.

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.

Skills

Fluent English and French

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

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.