Medical Assistance Coordinator
Medical Assistance Coordinator
Assistance Coordinator
We’re growing our APAC Medical Assistance team and looking for Assistance Coordinator's to join us in Auckland, New Zealand. This is an exciting opportunity to be part of a fast-paced and supportive team.
Reporting to the Operations Manager – Medical Assistance, you’ll play a key role in delivering calm, confident and customer-focused support to travellers who need help when it matters most. You’ll bring together problem-solving, empathy and quick thinking to coordinate medical and travel assistance solutions.
As an Assistance Coordinator, you’ll be a go-to person for the team: providing first-line support, guiding escalations, spotting potential issues early and stepping in as shift lead or deputy when needed. It’s a great role for someone who enjoys variety, pace and making a real difference every day.
You’ll thrive in this role if you:
· Have experience in an Assistance Coordinator or similar role.
· Communicate clearly, warmly and confidently, both in writing and over the phone.
· Have strong geographical knowledge and enjoy solving logistical puzzles.
· Bring experience in travel insurance, assistance services or a similar customer-focused environment.
· Bring positive energy, curiosity and a can-do mindset to every shift.
· Stay calm, organised and focused when things get busy.
· Build strong, trusted relationships with teammates, managers, clients and partners.
· Show empathy and responsiveness when supporting people in challenging situations.
About this role
What you’ll be doing:
· Handle calls promptly, professionally and with genuine care for the customer.
· Create clear, accurate case files, capture key information and manage administration through to case closure.
· Guide customers through the claims process with confidence and empathy.
· Confirm claimant eligibility and ensure information is captured accurately.
· Keep clients, claims handlers and underwriters informed where applicable.
· Maintain accurate reserves, costs and case information.
· Work with third parties to gather information and keep cases moving.
· Communicate regularly with all parties and monitor each case to support smooth progression.
· Liaise with our medical experts on complex cases and escalations.
Location:
Auckland, New Zealand.
What you will need
Required criteria
- Excellent written and verbal communication skills
- Team work
- Good geographical knowledge
- Early, middle and late shifts, Monday to Sunday, including Bank Holidays
- English language, both verbal and written, to a native standard
Desired criteria
- Additional foreign languages
- Experience of working within the travel insurance business
