Senior Assistance Coordinator

Role overview

Healix International is hiring a Senior Assistance Coordinator to join its APAC Medical Assistance team in Auckland, New Zealand. The role is based at Healix New Zealand, Unit 3, Building D, 63 Apollo Drive, Rosedale. This is a fast-moving, team-oriented position where you will support travellers who need medical and travel assistance, especially in stressful or urgent situations.

Reporting to the Operations Manager for Medical Assistance, you will combine practical problem-solving, empathy and quick judgement to help coordinate effective assistance solutions. The position also involves supporting the wider team, handling escalations, and stepping in as shift lead or deputy when needed.

What the role involves

• Act as the first point of support for the team, including guidance and coaching where needed.
• Step in for the manager and take on shift-lead duties when required.
• Answer calls efficiently and professionally, while maintaining a compassionate customer approach.
• Build complete and accurate case files, record important details, and manage administration until the case is closed.
• Support customers through the claims journey with empathy and confidence.
• Check claimant eligibility and ensure all information is captured correctly.
• Keep clients, claims handlers and underwriters updated when relevant.
• Maintain accurate reserves, costs and case records.
• Work with third parties to collect information and move cases forward.
• Stay in regular contact with all involved parties and monitor progress to keep cases on track.
• File written correspondence with the relevant case records and raise urgent matters to senior colleagues.
• Coordinate with medical experts on complex cases and escalations.

What Healix is looking for

The ideal candidate is calm under pressure, organised, responsive and able to communicate clearly in writing and by phone. You should be comfortable handling a busy workload, solving logistical challenges and building trusted relationships with teammates, managers, clients and partners. A positive attitude, curiosity and a practical, can-do mindset are important in this role.

Working pattern and other details

This is a full-time onsite role in Auckland, New Zealand. The role includes early, middle and late shifts from Monday to Sunday, including Bank Holidays. The closing date for applications is Friday 7th August, 2026. Salary is based on experience.

About Healix International

Healix International provides employee healthcare benefits, along with travel, medical and security assistance across the globe. The organisation helps people facing difficult situations such as illness, remote medical emergencies, conflict or natural disasters. Its teams of doctors, nurses, coordinators and security specialists work with governments, broadcasters, NGOs, international corporations and insurers, adapting support to the needs of each client and individual.

The company values initiative, flexibility and a human approach. It does not rely on scripts or rigid call timing, and it aims to give specialists the space to handle complex real-world situations properly. Team members are supported by a friendly culture, development opportunities and a focus on doing things better, not just differently.

Required criteria

• At least 24 months of experience in an Assistance Coordinator role or a similar position.
• Strong written and verbal communication skills.
• Ability to work effectively as part of a team.
• Good geographical awareness.
• Availability for early, middle and late shifts, Monday to Sunday, including Bank Holidays.
• English language ability at native level, both spoken and written.

Preferred criteria

• Knowledge of additional foreign languages.
• Background in the travel insurance sector.

Additional information

No direct bonus, stipend or other pay amount was stated. No number of openings was provided.