Operations Coordinator - Travel Assistance

Job Description

Job Description

Description:

About Assist America

Founded in 1990, Assist America is the nation’s largest provider of global travel assistance services for employee and student benefit plans. We support members and their dependents during medical and non-medical travel emergencies, ensuring rapid access to qualified care and logistical support worldwide.

Job Description

The Operations Coordinator supports members and clients by managing and coordinating cases from intake through resolution, ensuring a high standard of customer service and operational efficiency. This role serves as a primary point of contact, liaising with internal teams, vendors, and service providers to resolve issues promptly, accurately, and with care. The Operations Coordinator ensures cases are managed according to established protocols and service level agreements while providing timely updates and maintaining thorough documentation.

Key Responsibilities

• Manage cases from intake to resolution, ensuring timely follow-up.
• Respond to member and client inquiries, providing clear guidance and timely solutions.
• Coordinate with internal teams, vendors, and service providers to resolve issues efficiently.
• Monitor case progress and document activities in case management systems.
• Assess situations and escalate issues according to protocols and service level agreements.
• Track active cases to ensure timely resolution and provide updates to members and stakeholders.
• Prepare clear case summaries and deliver thorough, collaborative shift-change briefings to keep incoming staff fully informed.
• Assist team members and provide coverage, including handling overflow or urgent cases.
• Participate in team initiatives and departmental meetings as required.
• Perform additional duties as assigned.

• Experience in case management, customer service, or operations coordination.
• Strong organizational skills and attention to detail.
• Ability to manage multiple cases simultaneously.
• Excellent verbal and written communication skills.
• Calm and professional under pressure in a fast-paced environment.
• Proficiency with Microsoft Office or similar software suites.
• Flexibility to work rotating shifts, including nights and weekends.
• Required background checks and drug screening.

Benefits

• 401(k) with employer match
• Medical, Dental & Vision insurance
• FSA and HSA options
• Short- and Long-term disability coverage
• Life insurance
• Paid time off