Case Coordinator at Tugo

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Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

60000.0

Posted On

12 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Compassion, Attention To Detail, Emergency Medical Support, Liaison, Policy Explanation, Note Logging, Confirmation Of Coverage, Verification Of Benefits, Guarantee Of Payment, Troubleshooting, Bill Verification, Performance Targets, Team Collaboration, Issue Handling, Customer Experience Improvement, Culture Promotion

Industry

Insurance

Description

WHAT YOU'LL DO Summary You participate in providing 24-hour assistance services for travellers with medical emergencies. You support Case Managers and offer feedback to ensure processes run smoothly. Specifically, you will: * Demonstrate compassion and attention to detail while managing hospitalizations (24-hour emergency medical and non-medical support). * Liaise between travel and other parties (facilities, physicians, family etc.). * Explain policy and coverage information as needed. * Accurately log notes and update Case Managers. * Send Confirmation of Coverage (COC), Verification of Benefits (VOB)or Guarantee of Payment (GOP) as appropriate. * Update hospitalization statistics and monthly reserves. * Research and document network discount rates for hospitalizations. * Effectively troubleshoot complications that arise during the management of an active hospitalization and/or transfer. * Verify accuracy of TuGo doctor and air evacuation bills - pay accordingly. * Support other departments as required.  * Achieve performance targets. * Collaborate and communicate effectively with team members and all other teams.  * Responsively and effectively handle issues. * Look for ways to improve customer experience. * Promote and model TuGo culture, values, and brand promise. * Continuously build professional and technical expertise. * Other duties as required. WHAT YOU'LL BRING * Degree or Diploma in business or medical related field an asset * 5+ years of experience in customer service, preferably in a contact centre providing emergency assistance * Demonstrated ability to quickly analyze and evaluate complex information to make quality decisions under pressure * Excellent written and verbal English & French communication skills required * Exceptional organizational skills and attention to detail * Ability to learn and apply knowledge of insurance policy wordings to assistance work * Emergency assistance or medical experience preferred * Familiarity with medical terminology an asset * Must be able to work flexible hours (early morning, afternoon, evening, night, weekend, and holiday shifts) and willing to work on-call * Strong team player and positive contributor * Proficient in MS Office Suite and able to learn applications quickly * Well-developed analytical, problem-solving, and decision-making skills * Able to consistently live our values of valued, effective and trusted * A strong customer experience focus * A passion for continuous learning and professional achievement Once training is complete, the anticipated shift is Tuesday - Saturday 9:00 am - 5:30 pm PST. Salary Range: $50,000 - $60,000

Responsibilities

The Case Coordinator provides 24-hour assistance services for travelers experiencing medical emergencies, managing hospitalizations and liaising between various parties like facilities and physicians. Key duties include explaining policy coverage, accurately logging notes, sending necessary coverage documents, and troubleshooting complications during active cases.