Description

This is a full-time, remote position based in the continental United States

Are you passionate about providing exceptional support during life’s most critical moments? At MASA, we help our members when they need it most—coordinating medical transport services that can be truly life-changing.

SCHEDULE: Monday through Friday, 2:00 PM - 10:30 PM Eastern Time. Flexibility required to support our around-the-clock operations.

PAY: $25.12 per hour plus benefits

ABOUT US

MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com

WHAT YOU WILL DO

Reporting to our Transport Manager, you’ll be the first point of contact for our members, providing reassurance, clarity, and timely solutions to ensure they feel safe and valued.

Your main responsibilities will include:

• Be the calm, compassionate voice on the line—delivering knowledgeable support to members via phone and email.
• Listen closely to understand member needs, proactively managing concerns and collaborating with internal teams to resolve issues swiftly.
• Confirm membership status and eligibility before coordinating emergency air evacuations, repatriation flights, commercial returns, and mortal remains transport.
• Work closely with medical professionals, funeral homes, and transport providers to ensure clear timelines and seamless service delivery.
• Accurately document all case activity and communication to support continuous care and recordkeeping.
• Process member claims and travel itineraries, handling sensitive data with full PCI and HIPAA compliance.
• Support special projects and participate in our on-call rotation to uphold MASA’s 24/7/365 commitment to our members.

WHAT YOU BRING

Associate degree or higher preferred.

• 2–4 years of proven experience in customer service, claims processing, or a professional office role (required).
• Knowledge of medical terminology and a high level of professionalism to navigate sensitive situations with empathy and care.
• Strong organizational skills and attention to detail to ensure accurate records and thorough documentation.
• Flexibility to adapt to changing conditions in a fast-paced environment, including evening/weekend availability as needed.
• Intermediate proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Bilingual skills are a plus; fluent English (written and verbal) is essential.

WHAT WE WILL PROVIDE YOU

• A competitive salary and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
• A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
• An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!

WHY WE THINK YOU’LL LOVE THIS OPPORTUNITY

• Impactful Work – Every day, you’ll play a vital role in supporting members during emergencies, making a real difference when they need it most.
• Supportive Team – Join a compassionate team that lives our ACCTT values—Accountability, Compassion, Customer Service Excellence, Trust, and Teamwork.
• Growth Potential – MASA’s strong foundation and culture of continuous improvement mean you’ll have opportunities to grow your career.
• Meaningful Mission – Help us deliver peace of mind to our members and make sure no one faces medical emergencies alone.
• Dynamic Environment – Fast-paced and collaborative, you’ll never be bored—and you’ll always be learning something new.

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