Patient Transport Specialist

As one of the world’s top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind® We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. We are now accepting applications to fill our next training class. JOB DETAILS Location: Indianapolis, IN. Remote scheduling options available All shifts including days, nights and mid shifts are available Some holidays may be required. (Thanksgiving, Christmas, New Year’s Day are all paid time off) Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position. JOB SUMMARY The Patient Transport Specialist coordinates complex, high-acuity medical and logistical cases across the company’s 24 ⁄ 7 global assistance operation. This role manages end-to-end planning and execution in partnership with international providers, transportation vendors, internal medical teams, and other stakeholders to support safe, timely, and compliant service delivery. Success in this position requires sound judgment, strong situational awareness, and the ability to manage multiple stakeholders in time-critical scenarios. The Patient Transport Specialist works with a high degree of independence, communicates with professionalism and empathy, and escalates appropriately to ensure quality outcomes for clients and patients. PERKS Monthly performance bonus (*must meet department standards and qualifications) Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance 401k Plan with company match Paid Parental Leave Tuition Reimbursement Paid Time Off Casual Dress Environment DUTIES AND RESPONSIBILITIES Complex Case Coordination Manage complex global assistance cases from intake through resolution, including medical admissions, transports, repatriations, evacuations, and other high-acuity scenarios. Coordinate logistics across multiple countries, time zones, and service providers while supporting continuity of care and consistent service delivery. Serve as the primary coordination point for assigned cases, maintaining situational awareness and clear next steps throughout the case lifecycle. Global Medical Transport Logistics Plan and coordinate transports end to end, including sourcing air ambulance, stretcher, and escorted commercial flight options and obtaining quotes. Facilitate “fit to fly” medical clearance processes in collaboration with the Medical Officer/clinical team. Arrange ground transportation at origin and destination and confirm timing, routing, and required special handling. Prepare, complete, and upload required transport documentation (e.g., forms, medical clearances, itineraries) and ensure accuracy and completeness. Monitor and communicate itinerary changes to all stakeholders; troubleshoot disruptions and propose solutions. Confirm receiving facility acceptance/bed availability and coordinate cost coverage confirmation in alignment with payer requirements. Medical Team Collaboration Partner with internal medical teams, assistance coordinators, and supervisors to align operational execution with clinical recommendations. Communicate effectively with hospitals, air ambulance providers, ground transport vendors, and other external partners. Ensure coordination decisions reflect clinical guidance, contractual requirements, regulatory obligations, and operational feasibility. Client, Provider, and Cross-Functional Communication Provide accurate, timely, and professional updates to internal teams and external partners. Navigate high-stress and sensitive situations with composure, clarity, and a service-first mindset. Ensure communications align with service standards, contractual obligations, and applicable regulatory requirements. Case Documentation & Task Management Create and manage case tasks using approved templates (e.g., status updates, travel recommendations, companion and document status, logistics checklists). Maintain detailed, accurate, and timely case notes and documentation in designated systems. Ensure coordination activities comply with internal policies, regulatory standards, and contractual guidelines. Protect sensitive and confidential information in accordance with HIPAA and company policies. Risk Assessment & Cost Awareness Assess medical, logistical, and geopolitical factors that may impact travel or transport feasibility. Identify cost-conscious transport solutions aligned with clinical need and contractual coverage. Support approval workflows (e.g., underwriting/authorizations) with complete and accurate case details. Collaborate with clinical stakeholders to avoid unnecessary high-cost options when safe alternatives exist. QUALIFICATIONS 2-4 years of experience in global assistance, medical assistance, travel assistance, patient logistics, or complex operations coordination. Proven ability to manage high-acuity, time-critical, and multi-stakeholder cases with professionalism and discretion. Strong problem-solving skills and the ability to make sound decisions under pressure. Excellent written and verbal communication skills, including the ability to communicate complex information clearly. High attention to detail with consistent documentation accuracy. Ability to work independently and collaboratively in a 24 ⁄ 7 operational environment PREFERRED SKILLS Experience coordinating air ambulance and commercial medical escort travel, including documentation and clearance workflows. Proficiency with Microsoft Office (Outlook, Word) and comfort learning case management and documentation systems. Strong organizational skills with the ability to prioritize and take initiative in a dynamic environment. Ability to recognize when rapid escalation is required (e.g., medical emergencies, inpatient admissions, cost concerns, facility requests). Additional language fluency beyond English. IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.