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 transparent, 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
Valuable 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