Travel Assistance Medical 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

This position is offered by Assist America, a wholly owned subsidiary of International Medical Group.

Job Description

The Medical Case Manager supports members experiencing medical emergencies while traveling, providing clear guidance, reassurance, and timely assistance in high-stress situations. As the primary point of contact, this role delivers exceptional customer care while coordinating medical and travel-related services with internal teams, global vendors, and medical providers in a fast-paced, operations-driven environment.

Job Details

• This position is onsite at our office location in Princeton, New Jersey
• Compensation is $25 - $28 / hour
• This is a 24/7/365 operational environment with rotating shifts that include nights and weekends

Key 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

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.
• Proficiency with Microsoft Office or similar software suites.
• Flexibility to work rotating shifts, including nights and weekends.
• Required background checks and drug screening.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.