Medical Assistance Coordinator

FJN Solutions; Burgess Hill; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Full training provided

Job summary

FJN Solutions is seeking an Assistance Coordinator to join a busy Medical Operations team in Burgess Hill. You will support travellers needing emergency medical assistance, managing cases from first contact to resolution and coordinating with healthcare providers globally.

Ideal candidates will have medical assistance or insurance experience, excellent communication, strong organisational skills, and a proactive attitude. Full training is provided; role includes weekend and bank holiday shifts.

Qualifications

• Experience in medical assistance or insurance is essential.
• Excellent communication and customer service skills.
• Strong organisational and prioritisation abilities.
• Proactive, ownership-driven attitude with case handling.
• A second European language is advantageous but not required.

Responsibilities

• Coordinate inbound and outbound calls and medical assistance cases.
• Provide empathetic support to customers in distressing situations.
• Liaise with hospitals, medical professionals and service providers worldwide.
• Update cases, maintain records and follow procedures.
• Identify customer needs, resolve issues and escalate high‑risk cases.
• Deliver high-quality service while meeting SLAs and quality standards.

Skills

Customer service

Communication

Organisational skills

Problem solving

Second language

Job description

Our client is looking for an Assistance Coordinator to join a busy Medical Operations team!

This role involves supporting travellers who require emergency medical assistance while abroad, managing cases from initial contact through to resolution, and liaising with customers, healthcare professionals and service providers worldwide.

Key responsibilities include:

• Managing inbound and outbound calls and coordinating medical assistance cases.
• Providing empathetic support and reassurance to customers in difficult or distressing situations.
• Liaising with hospitals, medical professionals and external service providers.
• Managing case updates, maintaining accurate records and ensuring cases are handled in line with procedures.
• Identifying customer needs, resolving issues and escalating complex or high-risk cases where required.
• Delivering excellent customer service while working to service levels and quality standards.

What we’re looking for:

• Previous experience in medical assistance or insurance is a must. Do not apply without this
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to prioritise and make decisions.
• A proactive, can-do attitude with the ability to take ownership of cases.
• A second European language would be advantageous but is not essential.

Full training provided

37.5 hours per week

Opportunity to work in a fast-paced, rewarding environment

Please note, this role operates on a shift rota, including weekends and bank holidays.