Working Pattern
Rotational shifts, including evenings, weekends and public holidays
About the Role
As an International Medical Assistance Coordinator – Customer Service, you will play an important role in supporting patients and travellers who require medical assistance while away from home.
You will be responsible for coordinating assistance cases, communicating with patients, healthcare providers, hospitals, insurers and other stakeholders, and ensuring each case progresses efficiently and with the appropriate level of care and attention.
This is a role where strong customer service, empathy, communication and decision-making skills make a meaningful difference to the patient journey.
Key Responsibilities
- Manage and coordinate a portfolio of international medical assistance cases in line with established service standards and timelines.
- Provide timely, professional and compassionate support to patients and customers experiencing medical situations abroad.
- Coordinate with hospitals, healthcare providers, insurers, assistance partners and other stakeholders as required.
- Proactively monitor cases to ensure appropriate actions are taken and cases continue to progress efficiently.
- Review case information carefully and support accurate and timely decisions.
- Identify complex, urgent or high-risk cases and escalate them to the appropriate team when required.
- Maintain accurate and complete case records and ensure all relevant information is documented.
- Support patients and their representatives throughout the assistance journey with professionalism and empathy.
- Identify and escalate any concerns relating to potential fraud, compliance or case irregularities.
- Work collaboratively with internal teams to deliver a consistent and high-quality international medical assistance service.
- Demonstrate Bluedot's values through professionalism, integrity, accountability, collaboration and care.
What You Will Bring
- Previous experience in customer service, case management, medical assistance, travel assistance or a related environment.
- Excellent written and verbal communication skills in English.
- Strong interpersonal skills and the ability to communicate confidently with people from different backgrounds and cultures.
- Good IT and systems skills, with the ability to manage multiple cases and information efficiently.
- Strong organisational skills and attention to detail.
- Confidence in assessing situations, making appropriate decisions and escalating matters when required.
- A compassionate and patient-focused approach.
- Ability to remain calm and professional when supporting customers during challenging situations.
- Strong sense of responsibility, professionalism and teamwork.
- Flexibility to work the required shift pattern, including weekends and public holidays where applicable.
What We Offer
At Bluedot Medical Assistance, we believe that our people are central to delivering exceptional healthcare support across borders.
You will join a collaborative environment where you can develop your skills, gain experience in international medical assistance and build a meaningful career within a growing healthcare organisation.
Our onboarding and training programme is designed to help you understand our processes, systems and standards, while providing ongoing opportunities for learning and professional development.