First Response Coordinator

On a day to day basis, the First Responder will be responsible for the following:

Monitor all incoming emails and respond to them according to the services required.Handle high volume of inbound calls and email requests from Shipowners, Captain, Medical officers, and crewmembers.Data entry in proprietary systems for billing and record-keeping purposes.Utilize and follow handling protocols and instructions specific to each client and account.Multi-task of pending work and duties to handle multiple cases at once.Receive new medical cases via email or phone call from ship captains and/or medical personnel regarding crewmembers needing medical attention.Triage medical cases according to priority and the possible need for a Physician Advisor to give prompt assessment and treatment, with the use of the “International Medical Guide for Ships” and their personal medical knowledge as reference.Professional communication with Physician Advisors, medical personnel, Captains, crewmembers, shipowners and their representatives, port agents, transportation companies and governmental agencies, as needed for each case.

To be qualified for the First Response Coordinator position, the incumbent will be required to meet the following:  

·    Ability to work flexible hours, including nights and weekends

·    Reliable and prompt

·    Quick and accurate data entry skills and strong computer skills

·    Excellent attention to detail

·    Superb customer service and problem-solving skills

·    Ability to work in a fast-paced environment

·    Ability to work cooperatively on a team

·    Ability to interpret oral, written, and diagnostic form instructions

Ability to use good judgment and remain calm in high stress situationsAbility to function efficiently without interruption throughout an entire work shift

·     Maintain extreme confidentiality due to the sensitive nature of our cases

·     Prioritize calls and emails based on emergency and routine necessity

·     Ability to liaise with International Coastguards and utilize maritime terminology

·     Advanced First Aid and CPR (requiring certification)

·     Ability to document, in writing, all relevant information in prescribed format in light of legal ramifications of such

·     Excellent written and spoken English

·     Successful completion of First Response training

·     Bilingual a plus but not mandated

International SOS Group of CompaniesInternational SOS is in the business of protecting and saving lives, when involved in medical or security situations. International SOS understands your needs like no other partner; more than 30 years of experience gives us an unparalleled understanding of your health & security threats and risk challenges. We are, therefore, uniquely placed to tailor-make risk management solutions for the optimal health, security & wellbeing of your diverse global workforce, wherever they are, even in the most remote and fragile environments of the world - on land, at sea or in the air.Together we can focus on prevention, helped by innovative technology and our medical & security expertise. We offer real-time, actionable intelligence and on-the-ground high quality delivery.  In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. For your routine or emergency needs, our bespoke solutions can help you achieve greater productivity and resilience in a sustainable way with measureable return on investments.Founded in 1985, the International SOS Group of Companies is trusted by over 11,000 global clients, including governments, multi-national corporate clients, such as two-thirds of the Fortune Global 500, mid-size enterprises, educational institutions and NGOs. Our company has achieved global ISO 9001:2015 and ISO 27000.More than 11,000 multi-cultural medical, security and logistics full-time experts stand by to provide support and assistance from over 1,000 locations in 90 countries, in more than 95 languages, giving you and your workforce peace of mind 24/7, every day of the year, be it online, on call or on-site.We help you meet compliance reporting needs for good governance. By partnering with us, organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability.