Assistance Coordinator

Redion; Florida; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid parental leave

401k match

Employee assistance program

Disability insurance

Pet insurance

Legal benefit

Travel insurance discounts

Vacation and personal days

Job summary

Redion is seeking an Assistance Coordinator to coordinate travel-related assistance for clients, including medical transport and urgent care arrangements. The role emphasizes empathy, urgency, attention to detail, and teamwork to deliver timely solutions.

Ideal candidates will have healthcare or insurance exposure, strong communication skills, and the ability to navigate fast‑paced environments in a hybrid Pembroke Pines, FL setting. The position offers growth and comprehensive benefits.

Qualifications

• Customer service experience in medical assistance preferred.
• Experience handling high volume calls and emails.
• Basic medical terminology; knowledge of US/International health systems preferred.
• Advanced computer literacy and internet research skills.
• Ability to work in a fast-paced environment with strong prioritization and time management.
• Minimum one year experience in healthcare or insurance.
• High School Diploma or GED is required.

Responsibilities

• Handle calls, emails, and faxes inbound and outbound to patients, clients, and providers.
• Adhere to quality, availability, and productivity targets and SLAs.
• Proactively communicate with patients, clients, and providers in a professional manner.
• Prioritize tasks to ensure timely actions within contractual guidelines.
• Follow all SOPs and client-specific procedures.
• Manage daily work and timely follow-up on active cases.
• Coordinate with Assistance Coordinators, Supervisors, and other departments.
• Communicate benefit/coverage decisions and administer medical payments as required.
• Handle Protected Health Information per HIPAA and security requirements.
• Maintain compliance with international sanctions and financial crime instructions.
• Understand cost containment, logistics, case flows, and claims processing cycles.
• Participate in mandatory company trainings and team development.
• Manage personal email inbox for updates.
• Perform additional tasks as assigned.

Skills

Customer service

Call handling

HIPAA awareness

Digital literacy

Time management

Education

High School Diploma or GED

Job description

Embark on a Journey That Makes a Difference.

At Redion, every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.

Set Sail on a Career Path to Success.

Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:

• Diversity, Equity, and Inclusion (DEI) Committee
• Career pathing and Individual Development Plans
• Internal training and intern opportunities
• Women in Business Mentorship Program
• Employee awards and recognition
• Education and professional development assistance program

Passport to Perks Includes:

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)

Your Role on the Expedition:

The role of Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints.

Chart Your Course:

• Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers.
• Adhere to quality, availability, and productivity expectations to ensure individual and departmental success
• Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.
• Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.
• Follow all established GMMI Client Specific Procedures and Standard Operating Procedures.
• Responsible for daily work and timely follow-up on active cases assigned.
• Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts.
• Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.
• Handle Protected Health Information in accordance with HIPAA/Information Security requirements.
• Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime.
• Understand business concepts including, but not limited to cost containment practices, logistics planning, case flows and claims processing cycles.
• Participate in individual, group and client training, complete mandatory company training within deadlines.
• Manages personal email inbox to stay informed of company and departmental updates.
• Any additional tasks assigned by management.

Your Ticket to Success:

• Customer Service experience in (medical) assistance preferred.
• Experience in handling high volume of interactions including call and email volumes.
• Basic medical terminology: knowledge of US/International healthcare systems preferred.
• Advanced computer literacy and internet research skills.
• Ability to work in fast-paced environment, great prioritization, and time management skills.
• Minimum one year experience working within the healthcare or insurance industry.
• High School Diploma or Equivalent (GED) required.

Position Coordinates:

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week.

One team. Every destination.

Redion is proudly part of the Generali Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• Redion Insurance Services, Inc.: US travel insurance brand for retail, tour operator, cruise and lodging partners. Learn more here .
• Redion US Holdings: The primary Corporate brand in the United States for our travel insurance, travel assistance, and beneficiary companion products. Learn more here .
• Redion Medical Management, Inc.: the industry standard for global medical cost containment and medical risk management solutions. Learn more here .

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.