About the role

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. As a 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.

Key responsibilities

- Handle calls promptly, professionally and with genuine care for the customer

- Create clear, accurate case files, capture key information and manage administration through to case closure

- Guide customers through the claims process with confidence and empathy

- Confirm claimant eligibility and ensure information is captured accurately

- Keep clients, claims handlers and underwriters informed where applicable

- Maintain accurate reserves, costs and case information

- Work with third parties to gather information and keep cases moving

- Communicate regularly with all parties and monitor each case to support smooth progression





- Liaise with our medical experts on complex cases and escalations

About you

- Have experience in an Assistance Coordinator or similar role

- Communicate clearly, warmly and confidently, both in writing and over the phone

- Have strong geographical knowledge and enjoy solving logistical puzzles

- Bring experience in travel insurance, assistance services or a similar customer-focused environment

- Bring positive energy, curiosity and a can-do mindset to every shift

- Stay calm, organised and focused when things get busy

- Build robust, trusted relationships with teammates, managers, clients and partners

- Show empathy and responsiveness when supporting people in challenging situations

Required criteria

- Excellent written and verbal communication skills

- Team work

- Good geographical knowledge

- Early, middle and late shifts, Monday to Sunday, including Bank Holidays

- English language, both verbal and written, to a native standard

Desired criteria

- Additional foreign languages

- Experience of working within the travel insurance business

📌 Medical Assistance Coordinator (Melbourne)
🏢 Healix
📍 Melbourne