Medical Assistance Coordinator

Let's grow together!

Zurich Cover-More is one of the world’s largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world’s travelers every year, making sure we are there every step of their journey.

Our family of customer-facing brands include Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely and Blue Insurance. We are a connected and caring workforce of more than 2900 employees with teams in North America, Europe, Latin America and Asia Pacific.

Our global delivery platform provides a consistent multi-lingual service experience and ability to write insurance policies in more than 50 countries. Zurich Cover-More has more 200 distribution partners around the world including airlines, global travel companies, major banks and credit card providers and leading retailers.

Our Medical Assistance Center coordinates and provides support to multiple lines of business inclusive of Travel Guard, Travel Guard Canada, American Express, DAN, and Accident and Health Lines of business (inclusive of BTA). This team is responsible for direct coordination with our insureds and our Medical Staff to navigate complex medical situations inclusive of the following: providing referrals, prescription replacement assistance, medical equipment assistance, medical monitoring, and coordination of appropriate medical transportation (commercial flights, evacuations via air ambulance or helicopter, etc..), as well as repatriation of mortal remains and security evacuation assistance and case management.

What's the job?

• You'll maintain knowledge of insurance products/services to accurately describe benefits and offer our assistance services.
• You'll create a positive experience over the phone with top notch servicing
• You'll multitask work streams to effectively service our customers specific to their needs
• You'll be creative and critical thinking to provide out-of-the-box solutions
• You'll be keen attention to detail to appropriately document and capture interaction details in a case management system.
• You'll have excellent communication skills both internally and with external providers and customers.
• You'll have ability to navigate a high pressure and fast paced work environment
• You'll have basic understanding of medical terminology
• You'll work closely with leadership to fine tune skillsets and apply feedback

What we are looking for?

• You'll have a high School Diploma or equivalent work experience
• You'll have advanced customer service skills with high attention to detail
• You'll have proficient communication (oral/written) skills
• You'll be proficient problem-solving skills
• You'll have basic ability of organizing and prioritizing work
• You'll have proficient PC Skills and the ability to multitask

Why choose us?

We value optimism, caring, togetherness, reliability, results focus and forward-thinking.

We have more than 2900 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

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 benefits along with volunteer 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. So whatever walk of life you wander, just be you and come as you are.

You are joining us at a pivotal time in our business. With the recent acquisition of AIG’s global personal travel insurance business, Travel Guard, we have become a leading travel insurance and assistance provider globally, serving over 20 million customers annually and maintaining long-term relationships with more than 200 distribution partners.

We’re for travelers and for traveling, but we want to offer much more beyond travel insurance and assistance – we want to ‘cover more’.

Zurich Cover More recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet