Emergency Assistance Coordinator

Emergency Assistance Coordinator Location: Markham, Ontario, Canada (Hybrid) Employment Type: Full-Time Languages: Fluent English and French About the Role Epic Health Solutions is seeking an Emergency Assistance Coordinator to support medical and non-medical assistance cases in a fast-paced 24/7 international environment. The successful candidate will coordinate assistance services for travelers, communicate with healthcare providers and clients, maintain accurate case documentation, and ensure timely follow-up and resolution of cases. Key

Responsibilities

• Respond to medical and non-medical assistance requests via phone and email.
• Open, update, and maintain accurate case records in CRM systems.
• Coordinate with healthcare providers, clients, and internal teams.
• Interpret policy benefits, limitations, and service provisions.
• Monitor active cases and ensure timely follow-up and escalation when required.
• Maintain clear communication with travelers, providers, and stakeholders.
• Ensure compliance with company procedures, privacy requirements, and service standards.
• Support Medical Case Management and Claims teams as needed.

Qualifications

• Fluent English and French (written and spoken) required.
• High school diploma or equivalent.
• 3+ years of experience in insurance, healthcare coordination, travel assistance, customer service, or a related field preferred.
• Strong communication, customer service, and problem-solving skills.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency with Microsoft Office and CRM systems.
• Spanish is considered an asset.

Schedule This is a hybrid position based in Markham, Ontario, Canada. The role requires availability to work rotating shifts in a 24/7 operation, including evenings, overnight shifts, weekends, and holidays.