Bilingual Emergency Assistance Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver prompt, precise, and effective information along with emergency travel assistance to clients.

• Assist travelers encountering medical emergencies and unforeseen situations across the globe.

• Initiate medical cases and collaborate with the Case Management and Claims teams.

• Validate information, obtain approvals for medical services, and facilitate invasive or diagnostic procedures.

• Provide referrals to medical professionals and support cost management through provider networks.

• Oversee billing arrangements with healthcare providers.

• Manage incoming and outgoing calls to update cases and execute action plans.

• Clarify policy coverage and limitations to clients.

• Support clients with online resources for content and claims submissions.

• Assist with language translation services.

• Maintain client confidentiality and adhere to Canadian privacy legislation.

• Utilize AI, machine learning, data analytics, and cloud-based tools in alignment with data governance, security, and ethical standards.

⛳️ Requirements

• Completed post-secondary education.

• At least 6–12 months of experience in a customer service position.

• Exceptional verbal and written communication abilities.

• Professional and articulate phone communication style.

• Demonstrate initiative and independent judgment in addressing customer issues.

• Proficiency in French (both written and spoken) is mandatory.

• Capability to thrive in a dynamic, 24/7 work environment.

• Responsible use of AI, machine learning, data analytics, and cloud-based tools.

• Understanding of Canada’s Personal Information Protection and Electronic Documents Act, along with client confidentiality obligations.

🏝️ Benefits

• Language stipend of $1.50 for every hour worked.

• Opportunities for personal and professional development courses and targeted development programs.

• International mobility and career advancement opportunities.

• Wellness programs that support health and well-being.

• Flexibility in planning to achieve a better work-life balance.