Bilingual (EN/FR) Night Case Coordinator

Who we are

Xodus Travel Services Inc. was established with a clear mission: to tackle and resolve the limitations within the Canadian travel insurance industry that became glaringly apparent during and in the aftermath of the global pandemic. Recognizing the unprecedented challenges faced by travelers and the insurance sector alike, Xodus is committed to revolutionizing the landscape of travel insurance, ensuring Canadians have access to comprehensive and responsive coverage in an ever-evolving world. Be a part of the solution.

About the role

The Bilingual (EN/FR) Night Case Coordinator will play a vital role in providing compassionate, reliable support to Canadian travelers facing medical emergencies, travel interruptions, or loss of personal items abroad. You will navigate complex situations with the support of the medical management team, offering seamless assistance from the onset of a claim until the safe return or continued journey of the traveler. We are looking for a highly motivated self-starter who can work independently, manage multiple priorities, and make decisions with minimal supervision. This position requires a unique blend of problem-solving skills, customer service excellence, and empathy, ensuring that travelers receive the highest level of support within their travel insurance coverage.

Note: typical hours for this role are 10:30pm to 7:00am, including intermittent weekends and holidays.

What you'll do

• Become a master of omni-channel communication, effortlessly switching between chat, email, phone, and emerging digital platforms to meet our customers where they are.
• Leverage your in-depth knowledge of insurance products to ensure customers understand their travel coverage.
• Provide support and reassurance to travelers in distress, maintaining a calm and empathetic demeanor throughout each call and case.
• Connect sick and injured travelers to medical treatment with a telemedicine physician, or to nearby clinics and hospitals.
• Collaborate with other medically trained team members to identify risks, solve complex problems and create an appropriate case strategy and plan of execution.
• Effectively interact with a variety of health care systems and service providers globally.
• Coordinate payment to claimants and health care providers/hospitals utilizing various payment channels.
• Coordinate with medical transport companies to arrange the safe transfer of patients home.
• Resolve any concerns or complaints with a professional demeanor by leveraging product and service knowledge.
• Continuously expand your expertise in travel trends, insurance products, and digital technologies.

The skills you bring

• Diploma or Bachelor's Degree
• Knowledge of travel insurance, claims management, and/or customer service is preferred
• Contact Centre Experience is an asset
• Knowledge of medical terminology or health care administration is an asset
• Proficiency in a second language (English/French) is a must

What's in it for you

• Competitive salary, health, and dental benefits.
• Flexible work hours.
• 3 weeks vacation to start.
• Paid sick time.
• Career learning and development support.
• A supportive and collaborative work environment.

What's important to us

• Looking around corners:We want people who can anticipate challenges and opportunities, act with a sense of urgency, and take ownership of their work and outcomes.
• Creative problem solving:We want people who can think outside the box, generate novel ideas, and find effective solutions to complex and dynamic problems.
• Understand and exceed client and consumer expectations: We want people who can listen to and empathize with our clients and consumers, deliver high-quality products and services, and seek continuous feedback and improvement.
• Be a team player:We want people who can collaborate and communicate well with others, respect diversity and inclusion, and contribute to a positive and supportive work environment.

Xodus Travel Services Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.