Assistance Nurse

Job Purpose

The Assistance Nurse role is crucial for delivering expert medical support and guidance to clients under A&H Business Travel policies. This position involves comprehensive clinical case management, effective coordination of medical evacuations, and strong collaboration with interdisciplinary teams to guarantee premium care standards. You will act as a pivotal link between patients, healthcare providers, and assistance centers to ensure timely, appropriate, and economical medical solutions are provided to travelers in need.

Key Responsibilities:

Core Duties:

• Conduct immediate assessment of medical incidents reported by insured travelers, gathering vital information to prioritize care effectively.
• Provide expert clinical advice tailored to individual cases, integrating policy guidelines with regional medical standards.
• Manage case progression meticulously, ensuring smooth continuity through shift handovers and thorough documentation.
• Coordinate medical evacuations and repatriations, selecting appropriate transportation modes based on patient condition and urgency.
• Refer patients to the most suitable and accessible healthcare providers, maintaining up-to-date knowledge of local medical networks.
• Collaborate closely with International SOS Assistance Centers and operational teams to optimize case outcomes and resource utilization.

Additional Responsibilities:

• Maintain strict adherence to scheduled work rosters while demonstrating flexibility to accommodate urgent case needs and team requirements.
• Uphold and embody the organization's ethical standards, corporate values, and internal policies consistently across all professional activities.
• Contribute actively to Occupational Health & Safety programs, fostering a safe and supportive work environment.
• Engage in designated project work or additional responsibilities as allocated by management, supporting continuous service improvement.
• Maintain clear, proactive communication regarding case handling, workload status, and any shift changes with supervisors and colleagues.
• Ensure clinical accuracy and professionalism across all forms of communication, case documentation, and decision-making processes.
• Complete all tasks and case responsibilities within assigned timeframes to maintain operational efficiency.
• Comply with all confidentiality, privacy regulations, and safety protocols to protect patient information and comply with legal standards.
• Foster effective multidisciplinary collaboration internally and with external partners to provide cohesive medical assistance services.
• Perform clear, comprehensive handovers to ensure continuity of care and operational reliability between shifts.
• Assume responsibility for clinical decisions including medical referrals and transportation modes to safeguard patient health outcomes.
• Promote and integrate corporate policies and values actively into daily operations and team culture.
• Participate in ongoing development of Occupational Health & Safety policies and practices to enhance workplace well-being and compliance.
• Accept and execute additional reasonable duties and projects assigned to support the team and organizational goals.
• Maintain ownership of personal workload management and communicate openly with management regarding workflow and availability.

Required Skills

• Comprehensive Medical Knowledge: Extensive understanding of acute, emergency, and travel-related medical conditions, enabling early identification and appropriate response to medical emergencies.
• Communication Excellence: Superior written and verbal communication skills, capable of delivering clear, concise, and empathetic messages tailored for diverse stakeholders including patients, medical professionals, and insurers.
• Technical Proficiency: Adept in using medical case management systems, databases, and general office software which support efficient documentation and case coordination.
• Customer Service Orientation: Demonstrated ability to prioritize client needs with a compassionate approach while maintaining high standards of professionalism and quality service delivery.
• Organizational Skills: Efficient in managing multiple cases simultaneously, prioritizing tasks, and ensuring accurate handovers without information loss.
• Collaboration and Teamwork: Ability to work effectively within multidisciplinary teams and external partners, contributing positively to shared goals and patient outcomes.
• Clinical Documentation: Precision and professionalism in case documentation and data management, ensuring compliance with policies and facilitating quality assurance.
• Compliance and Ethics: Commitment to strictly adhere to privacy laws, safety protocols, and company policies fostering trust and integrity in all operations.
• Adaptability and Accountability: Willingness to engage in ongoing learning, accept new assignments, and take ownership of responsibilities within a dynamic assistance environment.
• Language Proficiency: Strong command of English and Spanish languages to communicate effectively with a global clientele and diverse healthcare providers.

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