Overnight Care Associate

Role Description

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Allshores Limited, is currently seeking an Overnight Care Associate. This role involves the coordination of urgent medical care services during overnight hours (8pm-8am), including handling air ambulance transfers and supporting global members in accessing timely, appropriate care.

The successful candidate will manage overnight communications from members, providers, and partners, ensuring services are delivered in line with policy terms, established protocols, and high standards of customer service. This position requires the ability to work independently, problem-solve in real time, and make informed decisions during critical situations.

Your responsibilities will include:

• Respond to all inbound calls, emails, and faxes during overnight hours and direct or escalate appropriately to the team.
• Gather necessary information to effectively open new cases, including urgent and complex medical cases requiring immediate response.
• Coordinate and facilitate air ambulance transfers, ensuring timely authorization, documentation, and communication with involved stakeholders.
• Deliver high-quality customer service by offering support and guidance with empathy, professionalism, and efficiency.
• Maintain comprehensive and accurate case notes along with other relevant data required to effectively process claims.
• Utilize problem solving skills and negotiating techniques to resolve conflicts.
• Communicate with Team Lead or Manager for direction, knowledge sharing, and resolution of complex matters.
• Initiate required forms, letters and/or policies to comply with organizational guidelines and initiatives.
• Adheres to all policies and procedures and client specific protocols.
• Perform all work in a PIPEDA and HIPAA compliant manner.
• Ensure strict standards for claimant/client confidentiality and complies with organizational and governmental regulations/policies.
• Participation in statutory holiday coverage and shift rotation as required.
• Provide administrative support to other departments as needed, including assisting with cross-functional tasks and special projects during overnight hours.
• Other related duties as assigned.

Your Qualifications:

• Minimum 3 years experience in a customer service or case coordination environment.
• Knowledge of insurance or health care preferred.
• Excellent verbal and written communication skills with the ability to listen actively and respond empathetically.
• Post-secondary education in a health-related, emergency services, or insurance field, or equivalent work experience.
• Proficiency with Microsoft Office and ability to learn proprietary systems quickly.
• Knowledge of medical and insurance terminology is a strong asset.
• Prior experience handling urgent or emergency medical logistics (e.g., air ambulance coordination) is highly desirable.

Skills/Attributes:

• Strong interpersonal and communication skills with a client-focused, empathetic approach.
• Able to work independently and remain composed during high-pressure, time-sensitive situations.
• Strong critical thinking and decision-making abilities. Show empathy for the customer’s situation.
• Possesses excellent organizational skills and able to set own priorities.
• Proactive/takes initiative, able to work with minimal supervision, especially during slow periods.
• Professional/high level of integrity.
• Flexible, reliable team player with strong critical thinking and problem-solving abilities.
• Comfortable working overnight hours (8pm-8am) and sitting for extended periods to ensure consistent coverage.

Who we are:

At Allshores, great talent is at the core of our success across all jurisdictions in which we operate. Key programs are dedicated to appreciating and developing our people through training resources, performance reviews, bonus awards, sports and social events and various opportunities to share knowledge with colleagues from around the world. We strive to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We offer flexible working arrangements with a hybrid model of working in the office and at home.