Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
What’s the job?
You will manage medical assistance cases end-to-end, ensuring timely and appropriate care for clients.
Coordinate with treating physicians and the on-duty Travel Guard doctor to determine fitness to travel or the need for evacuation.
Assess medical conditions, review clinical reports, and recommend next steps in line with policy coverage.
Communicate effectively with clients, healthcare providers, and internal stakeholders to manage expectations and outcomes.
Work closely with Assistance Coordinators and Medical Department staff to deliver consistent, high-quality service.
Maintain accurate documentation and provide timely case updates to the team and management.
Participate in shift handovers, case reviews, team meetings, and performance check-ins.
Ensure compliance with protocols including TCF, TCP, GDPR, PIPEDA, and HIPAA.
Support quality assurance efforts through case audits, peer feedback, and monthly calibration.
Contribute to staff training, identify development needs, and share knowledge when required.
Represent the department in recruitment, marketing, and client engagement activities as assigned.
What are we looking for?
You will have at least 5 years of clinical experience in emergency or critical care.
A background in out-of-hospital emergency care, aero-medical transport, and flight physiology.
Strong clinical assessment skills with the ability to make independent decisions under pressure.
Proficiency in medical terminology, documentation, and computer systems.
Excellent organizational, interpersonal, and time management abilities.
Strong verbal and written communication skills, with a customer-first mindset.
Fluency in Cantonese and Mandarin is an advantage.
Collaborative approach and ability to work across teams.
Commitment to quality, professional ethics, and continuous improvement.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, 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. Our hybrid approach ensures our employees maintain work-life balance.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, 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 annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
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.