Senior Assistance Coordinator

We’re growing our APAC Medical Assistance team and looking for a Senior Assistance Coordinator to join us in Auckland, New Zealand. This is an exciting opportunity to be part of a fast-paced and supportive team.

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 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.

You’ll thrive in this role if you:

• Have at least 24 months’ 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 strong, trusted relationships with teammates, managers, clients and partners.
• Show empathy and responsiveness when supporting people in challenging situations.

About The Role

What you’ll be doing:

• Provide first-line support, coaching and guidance to the team.
• Deputise for the Manager and act as shift lead when required.
• 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.
• Allocate written correspondence to case files and escalate urgent or important matters to senior colleagues.
• Liaise with our medical experts on complex cases and escalations.

Location:

Auckland, New Zealand.

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

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

Not disclosed