Salary Range: CA$19.95 To CA$24.00 Hourly

Emergency Assistance Coordinator

Epic Health Solutions

EMPLOYMENT

SCHEDULE

LANGUAGES

Full-time

Rotating shifts in a 24/7 operation

Fluent English and French

About Epic Health Solutions

Epic Health Solutions provides network solutions, healthcare management, and 24/7 medical and non-medical assistance for international travel insurance and assistance clients across the Americas. With operational hubs in Toronto, Miami, Panama City, Medellin, and Guayaquil, we bring more than 35 years of experience to complex, time-sensitive situations. Our affiliated healthcare companies are part of an award-winning enterprise group with more than 800 employees worldwide.

The opportunity

This is a meaningful and rapid-paced role for individuals who enjoy solving problems, helping others, and working in a dynamic international environment. As an Emergency Assistance Coordinator, you will coordinate medical and non-medical assistance services for travelers throughout the Americas and other parts of the world, working across healthcare systems, cultures, time zones, and service networks. You will coordinate practical next steps, maintain transparent communication, and help move each case toward an appropriate resolution within the applicable policy, service agreement, and company procedures.

The role offers structured training, ongoing team support, and broad exposure to international assistance, healthcare providers, insurance operations, Medical Case Management, and Claims. It also carries significant responsibility: information must be accurate, urgent matters must be recognized and escalated promptly, and every interaction must be handled with professionalism, discretion,



and care.

Position summary

You will manage medical and non-medical assistance cases from first contact through follow-up, using telephone, email, CRM, and other operational systems. You will interpret policy benefits and limitations, coordinate with providers and internal specialists, document actions accurately, and keep relevant parties informed. Clinical questions and care decisions are escalated to the Medical Case Management team; coverage, claims, or authorization questions are handled within established authority and escalated when required.

- Customer Focus
- Critical Thinking
- Professional Judgment
- Emotional Resilience
- Attention to Detail
- Verbal Communication
- Organization and Prioritization

This role requires

- Calm, respectful communication with people who may be distressed, ill, injured, or far from home.
- Consistent attention to detail when policy terms, sensitive information, deadlines, and financial exposure are involved.
- The confidence to take ownership of a case while recognizing when immediate escalation or specialist input is needed.
- Reliable shift coverage in an operation that serves clients 24 hours a day, 7 days a week, including weekends and holidays.

Core responsibilities

- Respond to incoming medical and non-medical assistance requests by phone and email,



gather essential information, assess operational urgency, and begin coordination in accordance with established guidelines.
- Open and maintain complete, accurate case and claim records in the CRM, documenting contacts, decisions, authorizations, outstanding actions, and follow-up requirements in real time.
- Read and apply relevant policy benefits, limitations, and service provisions to individual situations; communicate information clearly without making commitments outside delegated authority.
- Coordinate with medical providers regarding access to care, eligibility or coverage inquiries, direct-billing arrangements when available, and required documentation.
- Work closely with Medical Case Management on care coordination and health-risk considerations, and with Claims on coverage, documentation, and financial-risk matters.
- Maintain timely, clear communication with insured persons, corporate clients, assistance partners, medical providers, and internal teams throughout the life of a case.
- Monitor open cases, complete promised follow-ups, identify delays or changing circumstances, and elevate clinical, operational, coverage, service, or financial concerns promptly.
- Build professional working relationships with in-network and out-of-network providers while protecting the company's service standards and clients' interests.
- Follow confidentiality, data-protection, regulatory, quality, and internal control requirements in every interaction and record.
- Maintain current knowledge of procedures, systems, client requirements, and relevant professional practices through training and coaching.

Ju

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