International SOS

Operations

• Provide empathetic quality service to customers
• Update all cases with the appropriate documentation
• Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken
• Handle cases and phone calls in an efficient manner, per the company protocols and any client specific Standard Operations Procedures
• Accurately notifies the business as defined by agreed protocol and Standard Operations Procedures
• Acts as the first point of contact for new and existing cases and serves as the voice of the business
• Maintains all cases in accordance with policies and procedures
• Accurately and appropriately initiates activation of Intl.SOS Assistance for evacuations, repatriations, RMR and Security Cases
• Activates Aspire Lifestyles for Concierge assistance cases
• Ensure the medical team is aware of all actions required during the shift
• Executes proper use of escalation protocol without fail
• Works with Supervisor / Operations Manager and Security staff for all security related issues
• Maintains confidentiality of all patient and/or client information
• Maintains a professional environment as evidenced by individual dress, workspace and personal demeanour
• Actively participates in all transmission sessions with input regarding case actions and direction
• Escalates all complaint or perceived complaint cases to the Operations Manager immediately
• Action all incoming tasks, emails and correspondence pertaining to active and/or closed cases
• Arrive on time for all scheduled shifts, understanding the importance of teamwork in order for all to be successful in daily mission accomplishment.

Bilingual Operations Coordinator