Global Operations Coordinator

Crisis24•Annapolis, MD

5d•Hybrid

About The Position

Crisis24 provides 24/7 medical and security assistance to business and leisure travelers and expatriates worldwide, helping clients manage risks to traveling populations and domestic workforces. The Global Operations Coordinator (GOC) is part of the Global Operations Centre’s first-call capability and is the initial point of contact for customers, clients, and stakeholders reaching the organization by phone or email. The role calls for professional, efficient, empathetic service in a fast-paced environment, with the ability to work under pressure, multitask, and follow policies, procedures, and protocols. The coordinator handles inbound and outbound calls and emails and manages cases involving a broad range of needs, from internal panic and cyber alarms, business continuity escalations, safety and data incidents, and pre-trip medical and travel advice to appointment bookings, claims and billing queries, and evacuation or repatriation requests. The role supports operational excellence by capturing, managing, and closing new cases and calls so Medical Operations Specialists and Security Operations Specialists can focus on ongoing case management. The position is based in Annapolis, Maryland, with a hybrid work arrangement. It requires staggered shifts on a rotating monthly schedule. Training lasts seven weeks and follows a hybrid schedule, Monday through Friday hours of 7:00 AM–4:00 PM EST. After training, shift assignments rotate and vary by season: fall/winter operating hours are 7:00 AM–7:00 PM, with shifts of 7:00 AM–4:00 PM, 9:00 AM–6:00 PM, or 10:00 AM–7:00 PM; spring/summer operating hours are 7:00 AM–8:00 PM, with shifts of 7:00 AM–4:00 PM, 9:00 AM–6:00 PM, or 11:00 AM–8:00 PM. The hourly rate is $25.00–$27.00, and the role is overtime eligible.

Requirements

Professional verbal, written, and interpersonal communication skills.
Enjoy engaging with people, handling inbound calls, and making outbound calls, with an empathetic approach.
Ability to work well under pressure in a fast-paced environment and multitask.
Effective time management and ability to prioritize workload.
Solid understanding of Crisis24’s service offerings and how they are delivered, or ability to acquire that understanding.
Ability to work staggered shifts on a rotating monthly schedule.

Nice To Haves

Previous experience in Medical and Security Assistance, insurance, a contact center, or customer service is preferred.
Fluency in another European or Asian language is an asset but not essential.

Responsibilities

Manage all contact into the Crisis24 Global Operations Centre professionally and in accordance with company protocols and procedures.
Handle inbound and outbound calls, triage, emails, case management, and liaison with customers, clients, and stakeholders.
Deliver professional customer service and support operational excellence as the initial point of contact for Crisis24.
Adhere to telephone, email, and case-handling Service Level Agreements.
Open new cases in the Crisis24 case management system, handle calls appropriately, follow client SOPs and first-call protocols, and maintain the integrity of captured data.
Triage calls and coordinate with Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders.
Open and manage queries, Pre-Trip and Travel Assistance, Medical Advice and Referral, and Outpatient cases through closure where appropriate, escalating ongoing matters to Medical and Security Specialist teams in accordance with GOC SOPs.
Monitor and manage the 24/7 email inbox.
Manage claims and billing queries by phone and email.
Update dedicated client SOPs and return them to the client or account manager.
Prepare case management reports for clients documenting actions undertaken.
Close suitable GOC cases on the day to support efficiency.
Support case management and closure on the Medical Specialist team’s agenda.
Respond empathetically to the needs of clients, customers, and colleagues.
Take a proactive approach to information security and report information security incidents or potential threats to the Information Security Officer.