International Case Management Executive

• Provide 24/7 assistance services to international insurance companies, insured, medical assistance agent via phone and email in both English and Vietnamese.
• Handle medical assistance cases from the initial notification through to case closure, ensuring timely updates and compliance with service level agreements (SLAs).
• Liaise with hospitals, clinics, doctors, ambulance providers, private car, airlines, and other local service providers to arrange appropriate medical and travel assistance for patients.
• Coordinate directly with insurance companies/insurers regarding medical conditions, treatment plans, estimated medical costs, guarantees of payment (GOP), medical evacuations, repatriations, and case progress.
• Obtain, review, and organize medical documents, including medical reports, invoices, prescriptions, laboratory results, imaging reports, discharge summaries, and other supporting documents.
• Monitor ongoing cases closely by following up with hospitals, patients, family members, insurers, and service providers to ensure all actions are completed promptly.
• Prioritize multiple urgent cases, maintain accurate records in the case management system, prepare professional English case updates, collaborate with internal teams and external partners, escalate complex issues when required.

Benefits

• Negotiable salary
• Statutory insurance. Health insurance after one year of employment.
• Holiday/Tet bonus, 13th-month salary.
• Periodic salary reviews based on individual performance and contributions.
• Work from home – Flexible working place
• Laptop+Phone+Working Materials are provided by the company.
• Work in a dynamic, young, professional, and friendly environment.

• Excellent organizational and multitasking abilities with strong attention to detail.
• Ability to remain calm and make sound decisions under pressure.
• Strong problem-solving skills and a proactive working attitude.
• Ability to work independently as well as collaboratively in a fast-paced, 24/7 operational environment.
• Previous experience in medical assistance, travel insurance, healthcare, customer service, emergency assistance, or case management is an advantage.
• Willingness to work rotating shifts, including nights, weekends, and public holidays.
• Strong interpersonal communication skills (written and spoken)
• Candidates with experience as a receptionist in 4-5 star hotel or in a customer service call center will be given priority.

Working Time: 44hours/week

• Flexible breaking shifts
• Participate in shift work, including weekends, public holidays, and overnight shifts, according to the operational roster.
• Business hours or 10:00PM – 06:00AM or 03:00AM – 07:00AM & 01:00PM – 05:00PM or 03:00AM – 11:00AM (Flexible)

Workplace: Work from Home (Flexible places)