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Global Assistance Administrator

June 9, 2026

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. We are now accepting applications to fill our next training class. Job Details:<ul><li>Location: Indianapolis, IN. Remote scheduling options available</li><li>Day shift schedule</li><li>Schedule will be set by contract, with the team covering 24/7/365</li><li>Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position</li></ul> Job Summary: The Global Assistance Administrator serves as the first point of contact for members, providers, and partners calling IMG for medical or travel‑related assistance. This role focuses on completing minimum intake, verifying key information, creating accurate case records, and ensuring callers are routed to the proper clinical, transport, or assistance team. Perks:<ul><li>Monthly performance bonus (*must meet department standards and qualifications)</li><li>Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance</li><li>401k Plan with company match</li><li>Paid Parental Leave </li><li>Tuition Reimbursement </li><li>Paid Time Off</li></ul> Duties and Responsibilities:Handle Incoming Assistance Calls (Primary Function)<ul><li style="margin-left:8px;">Answer and assist with inbound calls from members, providers, facilities, and partners.</li><li style="margin-left:8px;">Use scripted intake questions and required prompts based on client type or program.</li><li style="margin-left:8px;">Identify call reason and determine the appropriate team to assist based on established protocol.</li></ul>Complete Minimum Intake & Case Creation<ul><li style="margin-left:8px;">Gather key information: member name, DOB, caller details, location, reason for call, onset, symptoms, facility details, travel dates, etc.</li><li style="margin-left:8px;">Complete medical case intake when appropriate (diagnosis, admission details, facility info).</li><li style="margin-left:8px;">Create and update case files in CCMT/Dynamo accurately.</li></ul>Eligibility Verification Support<ul><li style="margin-left:8px;">Log into Group Admin systems or client rosters to verify eligibility when applicable.</li><li style="margin-left:8px;">Understand when to escalate eligibility questions to Precertification or Benefit Review.</li></ul>Documentation & Administrative Duties<ul><li style="margin-left:8px;">Create new insured, provider, or facility entities in the system when missing.</li><li style="margin-left:8px;">Save intake forms correctly, upload documents, and ensure demographic data is removed from templates for next caller.</li><li style="margin-left:8px;">Accurately document all call details and actions taken.</li></ul> Intake Routing & Tasking<ul><li style="margin-left:8px;">Route cases to the correct queue (Assistance, Transport, Medical, Precert) based on protocols.</li><li style="margin-left:8px;">Set tasks for nurse or assistance coordinator review when required.</li></ul>Escalation Awareness <ul><li style="margin-left:8px;">Identify urgent medical situations and follow escalation protocols immediately.</li><li style="margin-left:8px;">Recognize when calls require transfer to clinical staff (e.g., overseas admissions) </li></ul> Qualifications:<ul><li style="margin-left:8px;">Fluent spoken and written English</li><li style="margin-left:8px;">Previous customer service experience (not necessarily in a related field)</li><li style="margin-left:8px;">Demonstrates strong oral and written communication skills by delivering clear, professional, and calm interactions with a diverse global caller base.</li><li style="margin-left:8px;">Ensures all case data is captured completely and correctly to avoid delays in member care</li><li style="margin-left:8px;">Demonstrates strong computer proficiency by efficiently navigating multiple systems, tabs, and intake sheets while managing live calls.</li></ul> Preferred Qualifications: <div style="margin-left:8px;"><ul><li style="margin-left:8px;">Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.</li><li style="margin-left:8px;">The ability to work under pressure as part of a close-knit team</li><li style="margin-left:8px;">Recognizes when situations require rapid escalation (medical emergencies, inpatient admissions, costs, facility requests).</li><li style="margin-left:8px;">Good organizational skills, the ability to prioritize workload and use own initiative.</li><li style="margin-left:8px;">Additional fluency or working knowledge of alternative language</li></ul></div><div class="BulletedList" style="margin-top:4px;margin-bottom:1px;margin-left:8px;"> </div>IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...