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Operations Coordinator

Job Overview:
The Operations Coordinator serves as the primary point of contact for customers seeking travel related assistance.  This role is responsible for the accurate coordination of case management for all assistance requests by conducting research, providing assistance, and documenting case notes in accordance with Quality and Customer Service standards.  
 
Responsibilities and Duties:
  • Respond to travel related inquiries in support of Assist America’s services. May include service requests related but not limited to: benefit inquiries, lost luggage, lost documents, repatriation of mortal remains, medical claims processing, etc.; 
  • Receives non-emergency and emergency requests for Assist America services; obtains relevant information and inputs data; evaluates and prioritizes calls for services; acts as the first point of contact for clients over the phone; escalates as necessary.
  • Document all case management-related information using Case Management Software (CMS)
  • Performs data entry, maintains files and reference manuals; and performs other clerical duties;
  • Provide liaison service to Assist America members, clients, and providers;
  • Collaborate effectively with team members within and outside the Operations department to ensure seamless experience for the company’s clients.
  • Actively participate in department and interdepartmental meetings and share knowledge and insights to help strengthen the department and organization.
  • Research information within in-house database of providers and other useful information to aid both clients and staff.
  • Create a team environment by assisting colleagues as needed and participating in various assignments and events geared toward inter and intra-department causes.
  • Monitors for all maintenance of Operations Center equipment.
  • All other duties as assigned.
Qualifications:
  • Excellent customer service skills.
  • Excellent communication skills required. Candidates must have the ability to speak, listen, and write in a professional manner.
  • Command of time management and organizational skills.
  • Travel-minded with an understanding of and appreciation for different cultures.
  • Foreign language skills preferred 
  • Familiarity with Microsoft Office or similar suites of products.
  • The ability to remain calm during stressful situations and handle multiple tasks at one time.
  • The ability to work shift work, holidays, and work mandated overtime when required.
  • Candidates must submit to and satisfactorily pass a physical examination which includes drug and alcohol screening.
  • Candidates must agree to and satisfactorily pass comprehensive background checks. The background checks will include: education verification, past work history reference checks, and a criminal records check.
  • Confidentiality statement. All candidates must sign a confidentiality statement relating to the disclosure / safekeeping of sensitive information deemed confidential by the Assist America.
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include color vision.
Education Requirements:
  • High school diploma required; College education preferred.
  • 4-6 years of experience in the Customer Service and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities essential to the successful performance of the duties assigned to this position.

Operations Case Manager

Job Overview:
The Operations Case Manager serves as the primary point of contact for customers seeking travel-related emergency assistance. This role is responsible for the accurate coordination of case management for all assistance requests by conducting research, providing assistance, and documenting case notes in accordance with Quality and Customer Service standards. Calls and documentation can include collection of medical information and HIPAA-compliant sensitive materials.
 
Responsibilities and Duties:
  • Respond to non-emergent and emergent travel related inquiries in support of Assist America’s services. May include service requests including but not limited to:  medical referrals, prescription assistance, repatriation of mortal remains, medical repatriation, medical evacuation;
  • Receives non-emergency and emergency requests for Assist America services; obtains relevant information and inputs data; evaluates and prioritizes calls for services; acts as the first point of contact for clients over the phone; escalates as necessary.
  • Document all case management-related information using Case Management Software (CMS)
  • Performs data entry, maintains files and reference manuals; and performs other clerical duties;
  • Provide liaison service to Assist America members, clients, and providers;
  • Collaborate effectively with team members within and outside the Operations department to ensure seamless experience for the company’s clients.
  • Actively participate in department and interdepartmental meetings and share knowledge and insights to help strengthen the department and organization.
  • Research information within in-house database of providers and other useful information to aid both clients and staff.
  • Create a team environment by assisting colleagues as needed and participating in various assignments and events geared toward inter and intra-department causes.
  • Monitors for all maintenance of Operations Center equipment.
  • All other duties as assigned.
Qualifications:
  • 2+ years of experience in customer service, preferably within the Assistance industry.
  • Experience or education in one or more of the following: RN, Paramedic, EMT, Certification in medical experience, medical case management, LPN, medical records, medical terminology, medical coding, or medical writing.
  • Excellent customer service skills.
  • Excellent communication skills required. Candidates must have the ability to speak, listen, and write in a professional manner.
  • Command of time management and organizational skills.
  • Travel-minded with an understanding of and appreciation for different cultures.
  • Foreign language skills preferred 
  • Familiarity with Microsoft Office or similar suites of products.
  • The ability to remain calm during stressful situations and handle multiple tasks at one time.
  • The ability to work shift work, holidays, and work mandated overtime when required.
  • Candidates must submit to and satisfactorily pass a physical examination which includes drug and alcohol screening.
  • Candidates must agree to and satisfactorily pass comprehensive background checks. The background checks will include: education verification, past work history reference checks, and a criminal records check.
  • Confidentiality statement. All candidates must sign a confidentiality statement relating to the disclosure / safekeeping of sensitive information deemed confidential by the Assist America.
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include color vision.
Education Requirements:
  • Associate degree required; Bachelors degree preferred.
  • 2+ years of experience in the Customer Service and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities essential to the successful performance of the duties assigned to this position.

Intake Specialist
 
Job Overview:
Reporting to the Operations Manager, the Intake Specialist serves as the primary point of contact for customers seeking travel related assistance.  The role is responsible for the accurate coordination of case management for all assistance requests by conducting research, providing assistance, and documenting case notes in accordance with Quality and Customer Service standards.

Responsibilities and Duties:
  • Receives non-emergency and emergency requests for Assist America services; obtains relevant information and inputs data; evaluates and prioritizes calls for services; acts as the first point of contact for clients over the phone.
  • Document all case management-related information using Case Management Software (CMS).
  • Performs data entry, maintains files and reference manuals; and performs other clerical duties.
  • Collaborate effectively with team members within and outside the Operations department to ensure seamless experience for the company’s clients.
  • Actively participate in department and interdepartmental meetings and share knowledge and insights to help strengthen the department and organization.
  • Research information within in-house database of providers and other useful information to aid both clients and staff.
  • Create a team environment by assisting colleagues as needed and participating in various assignments and events geared toward inter and intra-department causes.
  • Monitors for all maintenance of Operations Center equipment.
  • All other duties as assigned.

Qualifications:
  • Excellent customer service skills.
  • Excellent communication skills required. Candidates must have the ability to speak, listen, and write in a professional manner.
  • Command of time management and organizational skills.
  • Travel-minded with an understanding of and appreciation for different cultures.
  • Familiarity with Microsoft Office or similar suites of products.
  • The ability to remain calm during stressful situations and handle multiple tasks at one time.
  • The ability to work shift work, holidays, and work mandated overtime when required.
  • Candidates must submit to and satisfactorily pass a physical examination which includes drug and alcohol screening.
  • Candidates must agree to and satisfactorily pass comprehensive background checks. The background checks include: education verification, past work history reference checks, and a criminal records check.
  • Confidentiality statement. All candidates must sign a confidentiality statement relating to the disclosure / safekeeping of sensitive information deemed confidential by the Assist America.
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include color vision.
Education Requirements: 
  • High school diploma required; College education preferred.
  • 2-4 years of experience in the Customer Service and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities essential to the successful performance of the duties assigned to this position.
Supplemental Posting Information: 
  • Candidates must complete an approved Emergency Medical Dispatch certification course upon hire.
  • Applicants not selected may reapply whenever an opening for that specific position is available. Applicants who are disqualified during the pre-employment interview process or background investigation will only be reconsidered if the status of their eligibility has changed from the previous application.
Selection and Hiring Process: 
  • Assist America Human Resources Department personnel develop a fully qualified list.
  • Pre-employment testing may be conducted in lieu of experience.

Marketing Manager
 
Job Overview:
The Marketing Communications Manager supports the overall mission of Assist America by ensuring a cohesive and comprehensive communications and marketing strategy is in place. This strategy is instrumental in bringing awareness to our services and reinforcing our core values and market differentiators to those we serve. This role is ideal for someone with a creative mindset who is passionate about their work and new ideas.  The ability and desire to take ownership of the function is instrumental to success in the role.    
 
This position operates at both the strategic and tactical level, developing and continuously monitoring a strategic communications plan to support the organization's mission, goals and objectives domestically and internationally. The individual in this role oversees and manages internal and external corporate communications functions, including branding, public relations, marketing, promotion, websites and newsletters.

Responsibilities and Duties:
  • Develops a clear and effective communication strategy for the organization (both domestically and internationally) focused on strengthening awareness of the distinct and positive identity of Assist America;
  • In collaboration with Director of Market and Product Development and external agencies, develops messages for the organization and for specific campaigns to reinforce our core values and market differentiators of our clients;
  • In conjunction with department and other colleagues, publishes compelling, high quality materials for external audiences ensuring all communications have a consistent tone and the corporate message is appropriately delivered to reach intended audiences;
  • Manages the media and analyzes target priorities with external PR agencies; 
  • Builds and fosters long-term working relationships with various groups including media, members of the community, public relations offices, client marketing teams and other organizations;
  • Ensures that Assist America’s focus on delivering corporate and client personalization is consistently top of mind with key business and industry journalists, influencers and analysts; 
  • Collaborates with Director of Market and Product Development on executive visibility opportunities and developments for external media, podium, bylines and talking points to support these opportunities; 
  • Writes copy and enforces brand for all company communications; 
  • Handles corporate image projects including special events and charitable involvement;
  • Manages and maintains all efforts within budget; 
  • Maintains and ensures consistency of corporate image throughout all product lines and initiatives; 
  • All other duties as assigned.
Qualifications:
  • Within a commutable distance of our Princeton, NJ office;
  • Three to Five year's of experience required;
  • Experience in a managerial capacity overseeing human and financial resources; 
  • Distinguished writing and grammar skills;
  • Ability to organize and prioritize competing priorities;
  • Proven ability to work independently and as part of a team;    
  • Innovative, creative thinker and idea generator; 
  • Knowledge of graphics and word processing software packages; 
  • Globally minded with an appreciation for and interest in travel; 
  • Ability and willingness to travel;
  • Knowledge and experience with media outlets;
  • Commanding knowledge of Microsoft Suite of Products, Adobe Creative Suite (InDesign, Photoshop, Illustrator), Advanced Adobe Acrobat/Acrobat Pro, Indesign, Newsletter/Campaign software, and Website Content Management System such as WordPress.
  • Experience managing social media outlets such as Facebook, Twitter, Instagram, and LinkedIn.
Education Requirements: 
  • Bachelor's Degree in Marketing or similar required;

ClaimAssist Supervisor
 
Job Overview:
The ClaimAssist Supervisor serves as the primary point of contact for customers seeking medical claim related assistance. This role is responsible for the accurate coordination of ClaimAssist case management for all assistance requests by conducting research, providing assistance, and documenting case notes in accordance with Quality and Customer Service standards. Calls and documentation can include collection of medical information and HIPAA-compliant sensitive materials.
 
The ClaimAssist Supervisor provides pivotal support through which ClaimAssist oversight is accomplished.  This work directly relates to and contributes to the accomplishment of our Customer Service objectives.  Through efficient decision making, the Manager helps to ensures the smooth and stable operations of the department.

Responsibilities and Duties:
  • Works closely with internal resources and contacts ensuring a high level of shared information, particularly with Operations Management, Accounting, and Global ClaimAssist Team members
  • Monitors and processes ClaimAssist cases and billing, taking necessary and appropriate action when needed to address issues and ensuring proper documentation throughout;
  • Maintains interaction with key client contacts regarding claims status and management;
  • Maintains interaction with key medical facility contacts regarding claims discounting and management; 
  • Sets protocol and policy for the ClaimAssist program in conjunction with the Global Claims Management Committee;
  • Monitoring of ClaimAssist Reporting and providing assistance on escalations
  • Issuance of monthly reports to clients detailing claims activity such as account balance, remittance, claims submitted, claims paid, discounting, fees imposed, and other required information as requested 
  • Administrative duties including data entry into CMS including document labeling, uploading of documents to client portal in a timely fashion, monitoring of client escrow balances; reporting of activity to Client Relations 
  • Participates in departmental meetings as required or requested; 
  • Actively participates in various organizational committees as required; 
  • All Other Duties as assigned

Qualifications:
  • Strong working knowledge of MS or similar suite of products; 
  • Travel minded with an understanding of and appreciation for different cultures; 
  • Prior customer service experience and understanding of customer service principles; 
  • Global focus in day to day work. 
  • Excellent verbal and written communications skills; 
  • Excellent organizational and time management skills; 
  • Foreign language skills preferred 
  • Medical claims experience a plus
 
Education Requirements: 
  • Associate degree required; Bachelors degree preferred.
  • 2+ years of experience in the Customer Service and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities essential to the successful performance of the duties assigned to this position.

Account Manager
 
Job Overview:
The account manager delivers extraordinary customer service, fosters long-term relationships, and builds customer loyalty.  This role is also committed to supporting and educating clients on the extent of Assist America services and the significant value brought to each client and their members.  The account manager works closely with each client to explore ways in which products and services can further enhance their company's success.  The main focus of the role is to educate and assist clients in understanding and communicating services and help achieve their set goals as well as the goals of Assist America.

Responsibilities and Duties:
  • Sales:  Assist sales team with RFP process and encourage additional sales volume from current lines of business.  Support sales initiatives through participation in trade shows and finalist presentations.
  • Manage client accounts:  Take full responsibility for ensuring that customers have all the tools they need to achieve their missions and be leaders in their fields.  Provide proactive assistance to clients in strategic planning and product development to meet their business goals.  Oversee delivery of services.  Develop and enhance existing client relationships.  Implement new customer accounts.  Provide on-going training to various client constituencies including employers/employee groups.  Develop marketing and sales materials as client needs evolve.  Participate in the development of department forecasts and budgets, as well as administration of approved budget items. Investigate, recommend and implement programs for continuous quality improvement for both internal and external service delivery.  Substantial domestic and international travel as required to attend trade shows, sales meetings and training/presentations with external clients/brokers/employers/ employees.  Maintain account profitability and assure timely payment.
  • Training: Create and execute extensive training program in the form of on-site and internet-based presentations, conference calls, and CEU courses.  Provide resources to ‘train the trainer’ for client sales force and employer groups.
  • Service delivery and customer care: Set and validate compliance with Operations service level standards and Client expectations.  Monitor service delivery and provide proactive support to Operations staff.  Create and deliver new Client training to Operations Associates as part of implementation process.
  • Contribute to Assist America’s growth and Development: Provide input on strategy and direction of business priorities and development. Support and administer approved company policies, mission and vision, and clearly communicate these principles to all associates.
Qualifications:
  • Strong presentation, communication, organization, and time management skills.
  • Able to work with minimum supervision. 
  • Should be customer service driven. 
  • Knowledge of MS Office (Word, Excel, Outlook). 
  • Ability to travel.
Education Requirements: 
  • BA/BS Degree or equivalent industry work experience.  MBA is a plus.
  • Minimum 2 years plus of business experience preferably in the Assistance and/or Insurance industry.
  • Experience in Project Management.
  • International travel experience and understanding of foreign cultures.
  • Foreign language proficiency.
  • Proven track record of consistently exceeding corporate objectives.


Please email your cover letter and/or resume to careers@assistamerica.com with the job title you are applying for in your subject line.

The above job descriptions are not an employment agreement or contract. Management has the exclusive right to alter the job descriptions at any time without notice. Assist America is an equal opportunity employer and is especially interested in qualified candidates who can contribute to the diversity and excellence of the Assist America team.