Medical Case Manager

Medical Case Manager

Where will your career take you next? Let's find out together. At Zurich Cover-More, we're proud to be one of the world's leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers worldwide, making sure we're there every step of their journey with proactive care, personalized cover, and specialist support. Zurich Cover-More partners with many of the world's best-known brands think major airlines, travel giants, top banks, credit card providers, and large retailers to deliver more care, more cover, for all. Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world's leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we're redefining what it means to travel safely and with confidence. Whether it's a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travelers worldwide. Established in 1982, we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What You'll Be Doing

In this role, you will play a critical part in supporting travelers experiencing medical emergencies while away from home. You will manage and monitor medical assistance cases from initial referral through to resolution, ensuring customers receive appropriate care, support, and guidance throughout their journey.

• Manage and monitor medical assistance cases from onset through to discharge, repatriation, or case closure.
• Assess medical information and determine appropriate next steps based on the traveler's condition and circumstances.
• Liaise with treating physicians, hospitals, clinics, and medical providers worldwide to obtain updates and coordinate care.
• Review medical reports and monitor treatment plans to ensure customers receive appropriate and timely medical assistance.
• Recommend medically necessary travel arrangements, including commercial travel or air ambulance transport where required.
• Collaborate closely with Travel Guard physicians, Assistance Coordinators, Claims teams, and other internal stakeholders to support optimal case outcomes.
• Evaluate medical cases against policy coverage and support case reviews in partnership with Claims.
• Provide clear, compassionate, and professional communication to customers, families, providers, and business partners.
• Maintain accurate case documentation and ensure compliance with internal policies, regulatory requirements, and service standards.
• Participate in training, education, and knowledge-sharing initiatives to support continuous team development.
• Contribute to a collaborative, customer-focused environment that delivers exceptional service and support.
• Actively support Travel Guard's commitment to treating customers fairly and delivering positive customer outcomes.

Skills and Experience You'll Bring On This Journey

Required Qualifications

• Registered Nurse or Paramedic qualification.
• Minimum 5 years of experience in emergency medicine, critical care, intensive care, emergency response, or a related healthcare environment.
• Advanced Medical English communication skills, both written and verbal.
• Ability to work the evening/night shift.
• Strong clinical assessment skills and the ability to make sound decisions in time-sensitive situations.
• Experience reviewing medical records, treatment plans, and clinical reports.
• Ability to manage multiple priorities and cases simultaneously in a fast-paced environment.
• Strong stakeholder management and communication skills, with the ability to interact effectively with medical professionals and customers globally.
• Proficiency with computer systems, documentation platforms, and Microsoft Office applications.
• Demonstrated ability to work independently while contributing to a collaborative global team.
• Additional language skills including Spanish, Portuguese, French, Italian, or German.

Preferred Qualifications

• Experience in out-of-hospital emergency care, aeromedical transport services, or travel assistance operations.
• Knowledge of flight physiology and medical repatriation requirements.
• Experience working in a global, matrixed, or 24/7 operational environment.
• Previous experience in travel insurance, medical assistance, or international healthcare coordination.

Why You'll Love Working With Us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We're committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Investing in your health and your future. We offer a competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you because that's exactly who we're looking for.

Apply today and let's go to great places together!