Global Operations Coordinator

Global Operations Coordinator (GOC)

Crisis24 provides 24/7 medical and security assistance to business and leisure travelers, and expatriates across the world supporting our clients to manage the risk to their global traveling populations and domestic workforces.

As a Global Operations Coordinator (GOC), you are part of the Global Operations Coordinator first-call capability in a fast-paced environment handling all inbound contact from our customers, clients and stakeholders including calls and emails. You are the first point of contact and "face" of Crisis24, responsible for professionally and efficiently assisting those who contact us.

To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively.

You will work as part of a team in a fast-paced environment handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travelers and expatriates often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, to pre-trip medical and travel advice, booking a GP appointment, claims advice and billing queries through to a request for evacuation or repatriation. The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management.

Location: Annapolis, MD | Hybrid (both in-office and remote work)

What You Will Work On

• Managing all contact into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison
• As the initial "face" of Crisis24, you are an ambassador for professional customer service delivery and operational excellence
• Adhering to telephone, email and case handling Service Level Agreements
• Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and integrity of data captured
• Seamlessly triaging calls and interface with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders
• Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management
• Monitoring and managing the 24/7 email inbox
• Managing claims and billing queries (calls and emails)
• Updating dedicated client SOP's and returning to the client/account manager
• Prepares case management reports for clients to document actions undertaken
• Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day
• Supporting case management and closure on the Medical Specialist team's agenda
• Be responsive and empathetic to the needs of clients, customers and colleagues
• Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer

What You Will Bring

• Professional communication skills- verbal, written and interpersonal
• Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic
• Ability to work well under pressure in a fast-paced environment and multi-task
• Effective time management and ability prioritize workload
• Solid understanding of Crisis24 suite of service offerings and how we deliver them, or ability to acquire understanding
• Previous experience working in Medical and Security Assistance, Insurance, contact center or customer service is preferred
• Fluency in another European/Asian language an asset but not essential

Working Pattern

This role requires working staggered shifts on a rotating monthly schedule.

Training Schedule

• Training lasts 7 weeks
• Hours: 7:00 AM 4:00 PM EST
• Training requires a hybrid schedule (both in-office and remote work)

Shift Schedules (Post-Training) Shift assignments rotate and vary by season.

Fall / Winter Operating Hours: 7:00 AM 7:00 PM

• 7:00 AM 4:00 PM
• 9:00 AM 6:00 PM
• 10:00 AM 7:00 PM

Spring / Summer Operating Hours: 7:00 AM 8:00 PM

• 7:00 AM 4:00 PM
• 9:00 AM 6:00 PM
• 11:00 AM 8:00 PM

Hourly Rate Ranging: $25.00 - $27.00 - Overtime eligible.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.