[Hiring] Case Coordinator @Xodus Travel Services Inc.

Role Description

The Case Coordinator is a lifeline for Canadian travelers experiencing emergencies abroad. You will support our claimants through the onset of their medical emergency until they can safely travel home or continue their trip. Case Coordinators are critical thinkers, action-oriented and able to navigate complex situations with the support of their team. You are passionate about delivering reliable, empathetic assistance to our policyholders abroad within the limits of their travel insurance coverage.

Note: this role will require various shifts, including afternoons, weekends, and holidays.

What you'll do

• Become a master of omni-channel communication, effortlessly switching between chat, email, phone, and emerging digital platforms to meet our customers where they are.
• Provide support and reassurance to travelers in distress, maintaining a calm and empathetic demeanor throughout each call and case.
• Collaborate with other medically trained team members to identify risks, solve complex problems and create an appropriate case strategy and plan of execution.
• Effectively interact with a variety of health care systems and service providers globally.
• Coordinate payment to claimants and health care providers/hospitals utilizing various payment channels.
• Coordinate with medical transport companies to arrange the safe transfer of patients home.
• Resolve any concerns or complaints with a professional demeanor by leveraging product and service knowledge.
• Continuously expand your expertise in travel trends, insurance products, and digital technologies.

Qualifications

• Diploma or Bachelor’s Degree.
• Knowledge of travel insurance, claims management, and/or customer service is preferred.
• Contact Centre Experience is an asset.
• Knowledge of medical terminology or health care administration is an asset.
• Proficiency in a second language (French/Spanish) is an asset.

Benefits

• Competitive salary, health, and dental benefits.
• Flexible work hours.
• 3 weeks vacation to start.
• Paid sick time.
• Career learning and development support.
• A supportive and collaborative work environment.

Company Description

Xodus Travel Services Inc. was established with a clear mission: to tackle and resolve the limitations within the Canadian travel insurance industry that became glaringly apparent during and in the aftermath of the global pandemic. Recognizing the unprecedented challenges faced by travelers and the insurance sector alike, Xodus is committed to revolutionizing the landscape of travel insurance, ensuring Canadians have access to comprehensive and responsive coverage in an ever-evolving world.