Case Coordinator

: Assistance
: Assistance Director
: Richmond, BC

At TuGo, we’re committed to helping travellers and partners have better experiences. To sum it up: We help—however we can. That’s why we’re one of Canada’s leading travel insurance providers and a Canada’s Best Managed Company!

We’re a team of specialized experts, dedicated to first-class customer service and claims assistance. We’re looking for a Case Coordinator to join our team, in our Richmond, BC office.

TuGo is privately owned with headquarters in Richmond, BC. We have over 170 employees in offices across Canada.

  • Demonstrate care and compassion while managing a varied and complex caseload of hospitalizations (24-hour emergency medical and non-medical support).
  • Act as the liaison between the insured and all other parties (facility, physicians, family etc.).
  • Accurately record, analyze and explain complex policy and coverage information to a variety of parties.
  • Participate in reporting of hospitalizations statistics and monthly reserves.
  • Accurately research, verify and document network rates for repricing.
  • Effectively troubleshoot complications that arise during the management of an active hospitalization and/or transfer.
  • Collaborate and communicate effectively and professionally with team members, other teams and external providers.
  • Look for ways to improve customer experience.
  • Promote and model TuGo culture, values, and brand promise.
  • Continuously build professional and technical expertise.
  • Assist the Clerical & Cost Management Departments as required.
  • Other duties as required.

  • Degree or Diploma in business or medical related field an asset
  • 5+ years of experience in customer service preferably a contact centre providing emergency assistance preferred
  • Demonstrated ability to quickly analyze and evaluate complex information to make quality decisions under pressure
  • Exceptional organizational skills and attention to detail
  • Ability to learn and apply knowledge of insurance policy wordings to assistance work
  • Emergency assistance or medical experience preferred
  • Familiarity with Medical terminology an asset
  • Must be able to work flexible hours (early morning, afternoon, evening, night, weekend, and holiday shifts) and willing to work on-call
  • Excellent written and verbal English communication skills
  • Strong team player and positive contributor
  • Proficient in MS Office Suite and able to learn applications quickly
  • Well-developed analytical, problem-solving, and decision-making skills
  • Able to consistently live our values of being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
  • A strong customer experience focus
  • A passion for continuous learning and professional achievement
  • A passion for travel

Comment soumettre sa candidature

Pour soumettre votre candidature, envoyez-nous une lettre de présentation et votre curriculum vitae:




Par la poste

Human Resources - Careers
11th Floor - 6081 No.3 Road
Richmond, BC, V6Y 2B2

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