Around-the-Clock Travel Assistance Case Manager

img; Princeton (NJ); On-site; USD 34,000 - 39,000; Full time

Job summary

Assist America, a subsidiary of IMG, seeks a Medical Case Manager to support members in travel emergencies from our Princeton, NJ office. You will coordinate medical and travel services with internal teams and global vendors in a fast-paced environment.

Responsibilities include end-to-end case management, timely member updates, and collaboration with providers. The role requires shift rotations, including nights and weekends, and a Bachelor’s degree is preferred.

Qualifications

• Bachelor’s degree preferred.
• Background in healthcare, travel assistance, insurance, customer service, or emergency services.
• Strong customer service, communication, and organizational skills.
• Ability to multitask and remain composed in high-stress situations.
• Multilingual skills are a strong plus.

Responsibilities

• Respond promptly to travel-related medical and non-medical assistance needs, including medical referrals, monitoring, evacuations, repatriations, benefit inquiries, and claims.
• Manage end-to-end assistance cases from initial intake through resolution and closure.
• Maintain continuous case ownership and provide timely updates to members, clients, and stakeholders.
• Assess situations and determine appropriate next steps in accordance with established protocols and service level agreements.
• Coordinate with medical professionals and third-party vendors, including hospitals, transport providers, airlines, and ground services.
• Prepare clear case summaries and deliver thorough, collaborative shift‑change briefings to keep incoming staff fully informed.
• Document all case activity accurately in the Case Management Software
• Adhere to service level expectations, response times, and documentation standards.
• Participate in team initiatives and departmental meetings as required.
• Perform additional duties as assigned

Skills

Customer service

Communication

Organizational skills

Multitasking

Multilingual

Shift flexibility

Stress management

Education

Bachelor’s degree preferred

Tools

Case Management Software

Microsoft Office

Job description

Assist America, a subsidiary of IMG, seeks a Medical Case Manager to support members in travel emergencies from our Princeton, NJ office. You will coordinate medical and travel services with internal teams and global vendors in a fast-paced environment.

Responsibilities include end-to-end case management, timely member updates, and collaboration with providers. The role requires shift rotations, including nights and weekends, and a Bachelor’s degree is preferred.