Case Coordinator

Summary

You participate in providing 24-hour assistance services for travellers with medical emergencies. You support Case Managers and offer feedback to ensure processes run smoothly. 

Specifically, you will:

• Demonstrate compassion and attention to detail while managing hospitalizations (24-hour emergency medical and non-medical support).
• Liaise between travel and other parties (facilities, physicians, family etc.).
• Explain policy and coverage information as needed.
• Accurately log notes and update Case Managers.
• Send Confirmation of Coverage (COC), Verification of Benefits (VOB)or Guarantee of Payment (GOP) as appropriate.
• Update hospitalization statistics and monthly reserves.
• Research and document network discount rates for hospitalizations.
• Effectively troubleshoot complications that arise during the management of an active hospitalization and/or transfer.
• Verify accuracy of TuGo doctor and air evacuation bills - pay accordingly.
• Support other departments as required. 
• Achieve performance targets.
• Collaborate and communicate effectively with team members and all other teams. 
• Responsively and effectively handle issues.
• Look for ways to improve customer experience.
• Promote and model TuGo culture, values, and brand promise.
• Continuously build professional and technical expertise.
• Other duties as required.