Job Description

Senior Assistance Coordinator

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Senior Assistance Coordinator

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We're growing our APAC Medical Assistance team and looking for Senior Assistance Coordinators to join us in Melbourne, Australia. This is an exciting opportunity to be part of a fast-paced, supportive team and you'll help shape a brand-new team from the ground up.

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Reporting to the Operations Manager - Medical Assistance, you'll play a key role in delivering calm, confident and customer-focused support to travellers who need help when it matters most. You'll bring together problem-solving, empathy and quick thinking to coordinate medical and travel assistance solutions.

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As a Senior Assistance Coordinator, you'll be a go-to person for the team: providing first-line support, guiding escalations, spotting potential issues early and stepping in as shift lead or deputy when needed. It's a great role for someone who enjoys variety, pace and making a real difference every day.

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You'll thrive in this role if you:

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- Have at least 24 months' experience in an Assistance Coordinator or similar role.
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- Communicate clearly, warmly and confidently, both in writing and over the phone.
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- Have strong geographical knowledge and enjoy solving logistical puzzles.
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- Bring experience in travel insurance, assistance services or a similar customer-focused environment.
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- Bring positive energy, curiosity and a can-do mindset to every shift.
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- Stay calm, organised and focused when things get busy.
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- Build strong, trusted relationships with teammates, managers, clients and partners.
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- Show empathy and responsiveness when supporting people in challenging situations.
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About the role

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What you'll be doing:

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- Provide first-line support, coaching and guidance to the team.
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- Deputise for the Manager and act as shift lead when required.
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- Handle calls promptly, professionally and with genuine care for the customer.
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- Create clear, accurate case files, capture key information and manage administration through to case closure.
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- Guide customers through the claims process with confidence and empathy.
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- Confirm claimant eligibility and ensure information is captured accurately.
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- Keep clients, claims handlers and underwriters informed where applicable.
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- Maintain accurate reserves, costs and case information.
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- Work with third parties to gather information and keep cases moving.
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- Communicate regularly with all parties and monitor each case to support smooth progression.
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- Allocate written correspondence to case files and elevate urgent or important matters to senior colleagues.
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- Liaise with our medical experts on complex cases and escalations.
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Location:

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Melbourne, Australia. We're especially excited to be building a current team in Melbourne, so this is a fantastic chance to get involved early and help create something great.

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About the company

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All around the world, Healix safeguards people's health and wellbeing.

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Required Criteria

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- Excellent written and verbal communication skills
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- Team work
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- Good geographical knowledge
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- Early, middle and late shifts, Monday to Sunday, including Bank Holidays
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- English language, both verbal and written, to a native standard
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Desired Criteria

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- Additional foreign languages
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- Experience of working within the travel insurance business
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Skills you'll need

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📌 Senior Assistance Coordinator (Victoria)
🏢 SeeMeHired.com
📍 Victoria