Senior Case Manager

2 weeks ago

Toronto, Ontario, Canada Zurich Canada Full time
Job Summary

We're looking for experienced travel/emergency assistance Case Manager candidates with a desire to support our growing team of Case Managers.

At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.

Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.

WTP are a part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Cover-More Group are a subsidiary of Zurich Insurance, a global insurance company with a specialty in life insurance, general insurance and travel insurance.

So, what's our mission?

Protecting travellers - and supporting those responsible for their safety - is our business.

We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the UK, responding to the cries for help we receive from travellers across the globe.

So, what's the job?

Our Emergency Assistance Case Managers are responsible for providing our customers with the care they need when something goes wrong in their travels. High-performing, empathetic and multilingual, our Case Managers are great at what they do: bringing the world home safe. Driven and focused, they build strong relationships and deliver accurate, on-time service in high-stakes situations. In this role:

  • You'll act as a subject matter expert for team members providing guidance and mentoring on process
  • You'll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call
  • You'll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, or allied health professional for medical emergencies
  • You'll be an escalation point for customers, managing active complaints and lodging them
  • You'll monitor BSC cases and conduct case reviews, as well as providing periodic reports to the leadership team
  • You'll help oversee the development of fellow Case Managers on an individual and team level
  • You'll work closely with the shift coordinator and delegate responsibilities amongst the team as needed
And what are we looking for?

We are looking for experienced team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically - if you're looking to take the next step in case management and leadership, we want to speak to you.

  • You'll value accountability and the relationships that exist between stakeholders, being keen to see these relationships flourish
  • You'll have great insights into the daily operations and responsibilities of the Case Manager role, with demonstrable skills and experience
  • You'll have strong problem solving and decision-making skills, and you'll back yourself to make the right call
  • You'll be able to deliver constructive feedback and handle difficult customer conversations
  • You'll thrive in a fast paced, dynamic environment
  • You'll need to be available to work a 4, 10-hour shifts per week, across a 7-day rotating roster between the hours of 7am - 10pm
  • You'll have experience in Travel Medical Emergency Case Management
  • More than anything else, you'll have a passion for helping others#Hybrid
So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, 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.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

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 vacation leave (everyone starts with 4 weeks), along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Investing in your health, and your future. We offer a competitive medical insurance package and pension contributions.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together#Hybrid

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