Travel Medical Insurance/ Intake & Outpatient Support / Full-Time/ 24/7 Operations
Status: Existing Vacancy
When Canadians experience unexpected medial concerns while travelling, the first person they speak with can make all the difference.
We are seeking a Bilingual Spanish Emergency Assistance Coordinator to serve as the initial point of contact for travellers requiring medical support outside of their home provinces as well as Canada. This is a critical front-line role within our 24/7 assistance team, responsible for intake assessment, urgency determination, coordination, and structured follow-up for primarily outpatient and non-admitted cases.
This is a fast-paced, phone-based position that requires focus, professionalism, sound judgement, and the ability to remain clam while guiding clients through stressful situations. The work is meaningful and important – and requires individuals who can perform confidently under pressure.
Key Responsibilities
· Answer inbound assistance calls from travellers and family members in English and Spanish
· Conduct structured intake assessments to determine urgency and appropriate next steps
· Direct clients to clinics, urgent care, or emergency services based on established guidelines
· Open and actively manage assistance files for outpatient and non-admitted cases
· Obtain, document, and monitor follow-up medical information
· Call providers and obtain medical and non-medical updates
· Provide timely updates and ensure continuity of service
· Coordinate ground and air travel medical evacuation to facilitate seamless client transfers
· Escalate complex or admitted cases to clinical medical case managers as required
· Communicate clearly, professionally, and compassionately with clients during stressful situations
· Able to translate medical and non-medical documents from Spanish to English and English to Spanish
· Maintain accurate, real-time documentation
· Collaborate closely with internal teams to ensure operational efficiency
· Manage communication via fax and email, ensuring accurate and timely information exchange
Required Qualifications
· Fluency in English and Spanish (spoken and written) is required due to documentation and international coordination responsibilities of the role.
· College diploma or university degree in health-related fields
· Minimum of 3+ years in care coordination, case management, active working experience in a healthcare setting or clinical background (RPN/LPN, RN, Paramedic, or equivalent)
· Excellent phone presence with the ability to articulate your thoughts and communicate clearly and effectively while remaining calm and professional under pressure
· Demonstrate patience and a genuine commitment to supporting clients during stressful situations and medical emergencies
· Ability to assess information, identify inconsistencies, and make sound, well-reasoned decisions in a timely manner
· Proven ability to effectively multitask in a high-volume environment; simultaneously managing active calls, documentation, and follow-up tasks
· Strong time management skills with the ability to prioritize competing demands and urgent situations
· Demonstrated ability to work within structured protocols and decision trees
· Ability to exercise sound judgement and recognize when to seek guidance or escalate inquiries to senior members of staff
· Ability to work independently and prioritize workload
· Perform cross functional duties within all company departments
· Demonstrated ability to maintain a strong and consistent performance record
· Highly organized with strong attention to detail and documentation accuracy
· Committed to maintaining professional skills
Schedule Requirement
· We are a 24/7 operation. This position follows a schedule of four (4) 10-hour shifts per week.
· Availability for rotating shifts, including days, evenings, weekends, and statutory holidays, is a condition of employment
· Excellent attendance and punctuality are a key requirement of this role to ensure operational coverage
· Overnight shifts are not currently part of the rotation but may be introduced in the future based on operational needs.
Compensation & Benefits
· Salary Range: $45 000.00 - $60 000.00 per year
· Comprehensive benefits package available
Recruitment Process Disclosure
We do not use artificial intelligence to screen, assess, or select applicants for this position.
We are committed to providing accommodations for applicants with disabilities throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).
Why This Role Matters
This position plays an essential role in ensuring travellers receive timely, appropriate guidance during medical situations abroad. It requires focus, accountability, and resilience – but offers meaningful work within a structured and supportive team environment.
If you are calm under pressure, highly organized, and motivated to contribute to a mission-driven 24/7 assistance team, we welcome your application.
Pay: $45,000.00-$60,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match
Work Location: In person
