Medical Assistance Coordinator

TMASI GLOBAL is an international medical assistance and travel assistance organization providing support to travelers, expatriates, insurers, assistance companies, and corporate clients around the world. Our teams coordinate medical care, transportation, hospitalization, repatriation, and other assistance services while ensuring that patients receive appropriate support throughout their cases.

We are looking for a highly organized, compassionate, and service-oriented Medical Assistance Coordinator to join our operations team. The successful candidate will be responsible for managing medical assistance cases from initial contact through resolution while maintaining clear communication with patients, healthcare providers, insurance partners, and internal medical teams.

This is a dynamic position that requires professionalism, attention to detail, sound judgment, and the ability to remain calm and effective when dealing with urgent or sensitive situations.

Position Summary

As a Medical Assistance Coordinator, you will serve as a key point of contact for medical assistance requests received through our 24/7 assistance operation. You will assess incoming information, create and maintain accurate case records, coordinate with hospitals and healthcare providers, and ensure that each case progresses efficiently and in accordance with established procedures.

You will work closely with Medical Directors, physicians, case managers, insurers, assistance partners, patients, and healthcare facilities. The role requires excellent communication skills, strong administrative capabilities, and the ability to manage multiple cases simultaneously.

Key Responsibilities

Receive and handle incoming medical assistance calls, emails, and case notifications professionally and efficiently.

Collect relevant patient information, including medical, personal, travel, insurance, and contact details.

Open new assistance cases and ensure that all information is accurately recorded in the appropriate systems.

Coordinate medical appointments, consultations, hospital admissions, diagnostic services, treatment arrangements, and follow-up care.

Communicate with hospitals, clinics, doctors, ambulance providers, laboratories, and other healthcare facilities.

Monitor the progress of active cases and ensure that required updates, medical reports, invoices, and supporting documents are obtained promptly.

Maintain regular communication with patients, relatives, healthcare providers, insurers, and assistance partners.

Escalate complex, urgent, or medically sensitive cases to the Medical Director or appropriate senior team member.

Assist with arranging emergency medical transportation, evacuation, repatriation, or other assistance services when required.

Verify and document relevant insurance or assistance coverage information in accordance with company procedures.

Coordinate with internal and external stakeholders to facilitate smooth and timely delivery of medical assistance.

Maintain accurate and confidential case documentation throughout the entire assistance process.

Follow established operational, medical, confidentiality, and quality-control procedures.

Identify potential issues or delays and escalate them promptly to prevent disruption to patient care.

Provide clear and professional updates to clients and partners regarding case status.

Ensure cases are properly followed up and closed once all required services and documentation have been completed.

Participate in handovers between shifts to ensure continuity of assistance services.

Support continuous improvement initiatives aimed at improving patient experience, operational efficiency, and service quality.

Candidate Profile

We are seeking a motivated professional who combines strong customer-service skills with excellent organization and attention to detail.

The ideal candidate will have:

A bachelor's degree or relevant professional qualification. A background in healthcare, nursing, medicine, medical administration, insurance, or a related field is advantageous.

Previous experience in medical assistance, healthcare coordination, insurance, travel assistance, customer service, call-center operations, or a similar environment is preferred.

Excellent spoken and written English.

Strong interpersonal and communication skills.

Good knowledge of Microsoft Office and Google Workspace.

Familiarity with medical terminology and healthcare procedures is an advantage.

Strong organizational and case-management abilities.

The ability to prioritize multiple tasks and manage competing deadlines.

Excellent attention to detail and accurate documentation skills.

A professional, empathetic, and patient-focused approach.

The ability to work effectively under pressure, particularly when handling urgent or sensitive cases.

Flexibility to work rotating shifts in a 24/7 operational environment.

A willingness to learn and adapt to new systems, procedures, and technologies.

Familiarity with AI-assisted productivity tools, including ChatGPT, is an advantage.

Key Competencies

The successful candidate should demonstrate:

Communication: Ability to communicate clearly and professionally with patients, medical professionals, insurers, and international partners.

Problem Solving: Ability to identify issues quickly, gather relevant information, and coordinate appropriate solutions within established procedures.

Empathy: Ability to interact with patients and families respectfully and sensitively, particularly during stressful or emergency situations.

Organization: Ability to maintain accurate records and manage several active cases simultaneously.

Teamwork: Ability to collaborate effectively with medical, operational, administrative, and international teams.

Adaptability: Ability to remain composed and productive in a fast-paced, continuously changing environment.

Confidentiality: Commitment to protecting sensitive patient, medical, and insurance information.

What We Offer

Joining TMASI GLOBAL provides an opportunity to work in an international medical assistance environment and gain experience in global healthcare coordination and travel assistance operations. You will work alongside professionals from different backgrounds and interact with international healthcare providers, insurers, assistance companies, and patients.

The position offers the opportunity to develop expertise in medical case coordination, international assistance operations, customer service, healthcare administration, and emergency assistance management.

How to Apply

If you are organized, compassionate, service-oriented, and interested in international medical assistance, we encourage you to apply.

Please submit your CV/resume and a brief cover letter outlining your relevant experience, qualifications, language skills, and availability for rotational shift work.

Join TMASI GLOBAL and become part of a team dedicated to coordinating timely, professional, and compassionate assistance for people when they need it most.