Location: Hybrid, Markham
Job Type: Full-time, Permanent

About Us

EPIC Health Solutions brings over 35 years of experience in the healthcare marketplace. Part of an award-winning enterprise group, our affiliated healthcare companies employ more than 550 professionals worldwide. With the combined strengths of National Healthcare Solutions Inc., Ardent Assistance, and VUMI’s proprietary network, EPIC delivers innovative health solutions across the Americas.

Job Summary

The Case Manager – Emergency Assistance plays a critical role in a 24/7 global assistance operation, providing timely coordination and management of medical and non-medical emergency cases. This role is responsible for assessing client needs, developing strategic care plans, and ensuring efficient case resolution while minimizing health risks and financial exposure. The Case Manager serves as a key liaison between clients, healthcare providers, and insurers to deliver high-quality, client-centered support.

Key Responsibilities

• Manage and coordinate emergency medical cases (inpatient and outpatient) from intake through resolution.
• Conduct ongoing monitoring of hospitalized patients and outpatient cases, ensuring accurate documentation and timely updates.
• Perform rapid needs assessments and develop effective care plans to support optimal outcomes.
•  Interpret insurance policies and communicate benefits, coverage, and eligibility clearly to clients and providers.
• Coordinate with healthcare providers, hospitals, and international partners to facilitate appropriate care and services.
• Provide recommendations for medical repatriation, including commercial flights and air ambulance arrangements.
•  Deliver high-quality customer service across multiple channels (phone, email, fax), including handling sensitive or complex situations professionally.
• Build strong, trust-based relationships with clients through clear, empathetic, and proactive communication.
• Ensure compliance with internal procedures, insurance regulations, and industry standards.
• Collaborate with cross-functional teams to ensure seamless case handling and resolution.

Key Performance Indicators (KPIs)

• Service Level Agreement (SLA): <4-hour response time for inpatient cases; <6-hour response time for other cases.
• Case Management Efficiency: ≥85% of cases reviewed and managed within 24 hours.
•  Case Resolution Rate: ≥85% of cases resolved without escalation or error.
• Customer Satisfaction (CSAT): ≥90% client satisfaction score.

Qualifications & Requirements

• Post-secondary education in healthcare, social services, or a related field (preferred).
• 1–2 years of experience in case management, emergency assistance, or healthcare coordination.
• Familiarity with medical terminology and healthcare systems.
• Strong understanding of insurance policies.
•  Excellent communication and multitasking skills.
• Bilingual proficiency required (English, Spanish, and French or English and Spanish).

Core Competencies

• Crisis management and decision-making
• Customer-focused communication
• Problem-solving and critical thinking
• Collaboration and teamwork
•  Adaptability and resilience

Work Schedule

• Full-time, permanent role in a 24/7 operation.
• Occasional on-call availability may be required to support global operations.
• Hours of work and scheduling comply with the Ontario Employment Standards Act, including overtime and rest periods.

Benefits include:

• Extended health care
• Dental care
• RRSP match 
• On-site parking

Epic Health Solutions is committed to providing an inclusive and accessible work environment. We are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and are dedicated to ensuring equal opportunities for all applicants. If you require any accommodations during the recruitment process, please send us an email on [email protected] and we will work with you to meet your needs.