Customer Assistance Coordinator, Medical

Zurich Insurance Company Ltd.; Stevens Point (WI); Hybrid; USD 21,000 - 29,000; Full time

Benefits offered by this job

Shift differentials

Hybrid work model

Job summary

Zurich Travel Guard is seeking a Medical Assistance Coordinator to support travelers with medical issues away from home. You will coordinate care, arrange prescriptions, and assist with medical travel, working closely with medical professionals and partners.

The role demands calm communication, empathy, and meticulous documentation. You’ll join a fast-paced team with a hybrid schedule, offering growth opportunities and a strong focus on patient-centered service.

Qualifications

• High School Diploma or equivalent required.
• Experience in customer service, call-centre, healthcare coordination, travel assistance, or client-facing roles preferred.
• Strong verbal communication and compassionate approach essential.
• Calm, empathetic, and professional demeanor in stressful situations.
• Excellent organization and attention to detail with accurate documentation.
• Ability to multitask, prioritize demands and follow established processes.
• Troubleshooting and problem-solving in unfamiliar scenarios.
• Willingness to learn in a fast-paced environment.
• Medical terminology or healthcare exposure is a plus.
• Third shift hours (8pm–6am or 10pm–8am) with shift differentials.

Responsibilities

• Answer inbound calls from clients experiencing medical situations while traveling, from minor concerns to urgent needs.
• Provide calm guidance and emotional reassurance to clients and families.
• Coordinate medical services including referrals, prescriptions, and travel arrangements.
• Liaise with medical professionals, hospitals, and global partners for appropriate care.
• Document case details, decisions and interactions in case management systems.
• Manage multiple cases with prioritization in a fast-paced environment.
• Maintain a consistently positive, empathetic client experience under pressure.

Skills

Verbal communication

Multitasking

Empathy

Attention to detail

Problem-solving

Documentation

Calm under pressure

Organization

Medical terminology

Multilingual (advantage)

Education

High School Diploma or equivalent

Tools

Case management systems

Job description

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Customer Assistance Coordinator, Medical

137368

Where will your career take you next? Let’s find out together.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

Our Medical Assistance Coordinators play a critical role in supporting travelers when they experience medical issues away from home. Whether it’s coordinating care, arranging prescriptions, or supporting medical travel, you’ll help ensure people get the right assistance at the right time. This is a fast-paced, people-focused role where calm communication, attention to detail, and empathy really matter. You’ll be trained to manage real-world medical assistance scenarios while working closely with medical professionals and global service partners.

• Take inbound calls from clients experiencing medical situations while traveling, ranging from minor concerns to urgent medical needs
• Provide calm, clear guidance and emotional reassurance to clients and their families during stressful and unfamiliar circumstances
• Coordinate medical services including doctor and facility referrals, prescription replacements, and medically related travel arrangements
• Liaise with medical professionals, hospitals, clinics, and global assistance partners to ensure appropriate care is arranged
• Apply critical thinking and sound judgement to assess situations and identify appropriate next steps within policy and operational guidelines
• Manage multiple cases at once, prioritising effectively in a dynamic, fast-paced environment
• Accurately document case details, decisions, and client interactions in case management and policy systems
• Contribute to a consistently positive, professional and empathetic experience for every client, even in high-pressure situations

What skills and experience you’ll bring on this journey:

• High School Diploma or equivalent.
• Experience in customer service, call-centre, healthcare coordination, travel assistance, or another client-facing role.
• Strong verbal communication skills, with the ability to explain information clearly and compassionately.
• The ability to remain calm, empathetic, and professional when supporting people in distress.
• Strong organisational skills and attention to detail, with confidence documenting information accurately and thoroughly.
• The ability to multitask, prioritise competing demands, and follow established processes.
• Good problem-solving skills and the confidence to think through unfamiliar situations.
• A positive, flexible attitude and willingness to learn in a fast-paced environment.
• Medical terminology, healthcare exposure, or multilingual skills (highly regarded, but not required).
• This is a 3rd shift position from 8pm-6am or 10pm-8am.
• Position includes a shift differential of $3/hour from 5pm-7am weeknights and all day on Saturday/Sunday and additional $3/hour Saturdays and Sundays between the hours of 7pm-7am

Why you’ll love working with us!

We value optimism, caring, togetherness, results-orientation, and forward-thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customerserviceand corporate services professionals. We share a global purpose to look aftertravelers, at every step of their journey. Job flexibility . We understand the importance of making sure that work fits into your life, not the other way around.Our hybrid approach ensures you canmaintainwork-life balance with the flexibility of 3 days in the office and 2 days working from home. Career growth . This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe.We’recommitted to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career. Take the time you need, for you and your community . We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefitsalong withvolunteer leave and a comprehensive paid parental leave scheme. Investing in your health and your future. We offer a competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future. Diversity and inclusion . We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – becausethat’sexactly whowe’relooking for.

At Zurich Cover-More,we’reproud to be one of the world’s leading travel insurance andassistanceproviders . Each year, we protect more than 20 milliontravelersworldwide, making surewe’rethere every step of their journey with proactive care, personalisedcoverand specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.