Emergency Assistance Coordinator

Emergency Assistance Coordinator Epic Health Solutions EMPLOYMENT SCHEDULE LANGUAGES Full-time Rotating shifts in a 24/7 operation Fluent English and French About Epic Health Solutions Epic Health Solutions provides network solutions, healthcare management, and 24/7 medical and non-medical assistance for international travel insurance and assistance clients across the Americas. With operational hubs in Toronto, Miami, Panama City, Medellin, and Guayaquil, we bring more than 35 years of experience to complex, time-sensitive situations. Our affiliated healthcare companies are part of an award-winning enterprise group with more than 800 employees worldwide. The opportunity This is a meaningful and fast-paced role for individuals who enjoy solving problems, helping others, and working in a dynamic international environment. As an Emergency Assistance Coordinator, you will coordinate medical and non-medical assistance services for travelers throughout the Americas and other parts of the world, working across healthcare systems, cultures, time zones, and service networks. You will coordinate practical next steps, maintain clear communication, and help move each case toward an appropriate resolution within the applicable policy, service agreement, and company procedures. The role offers structured training, ongoing team support, and broad exposure to international assistance, healthcare providers, insurance operations, Medical Case Management, and Claims. It also carries significant responsibility: information must be accurate, urgent matters must be recognized and escalated promptly, and every interaction must be handled with professionalism, discretion, and care. Position summary You will manage medical and non-medical assistance cases from first contact through follow-up, using telephone, email, CRM, and other operational systems. You will interpret policy benefits and limitations, coordinate with providers and internal specialists, document actions accurately, and keep relevant parties informed. Clinical questions and care decisions are escalated to the Medical Case Management team; coverage, claims, or authorization questions are handled within established authority and escalated when required. Key Competencies Customer Focus Critical Thinking Adaptability Professional Judgment Emotional Resilience Attention to Detail Verbal Communication Team Collaboration Organization and Prioritization This role requires • Calm, respectful communication with people who may be distressed, ill, injured, or far from home. • Consistent attention to detail when policy terms, sensitive information, deadlines, and financial exposure are involved. • The confidence to take ownership of a case while recognizing when immediate escalation or specialist input is needed. • Reliable shift coverage in an operation that serves clients 24 hours a day, 7 days a week, including weekends and holidays. Core responsibilities…