Global Operations Coordinator

Crisis24•Annapolis, MD

7d•$25 - $27•Hybrid

About The Position

Crisis24 provides 24/7 medical and security assistance to business and leisure travelers and expatriates worldwide. The Global Operations Coordinator (GOC) is part of the Global Operations Centre’s first-call capability and serves as the initial point of contact for customers, clients, and stakeholders. The role handles inbound and outbound calls, emails, and case work, providing professional, efficient, and empathetic assistance in a fast-paced environment. Contacts may involve sensitive or difficult circumstances and a wide range of requests, including alarms, business continuity escalations, safety or data incidents, travel and medical advice, appointments, claims and billing queries, and evacuation or repatriation requests. The coordinator supports operational excellence by capturing, managing, and closing new cases and calls, enabling Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management. The role 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 position pays $25.00–$27.00 per hour and is overtime eligible.

Requirements

Professional verbal, written, and interpersonal communication skills.
Enjoy engaging with people and handling inbound and outbound calls, with an empathetic approach.
Ability to work under pressure in a fast-paced environment and multitask.
Effective time-management skills and ability to prioritize workload.
Solid understanding of Crisis24 service offerings and delivery, or ability to develop 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.
Fluency in another European or Asian language.

Responsibilities

Manage all contact into the Crisis24 Global Operations Centre in accordance with company protocols and procedures, including calls, emails, case management, and customer, client, and stakeholder liaison.
Provide professional customer service as an ambassador for Crisis24 and support operational excellence.
Adhere to telephone, email, and case-handling Service Level Agreements.
Open new cases in the case management system, handle calls appropriately, follow client SOPs and first-call protocols, and ensure captured data is accurate and complete.
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 cases in line with GOC SOPs.
Monitor and manage the 24/7 email inbox.
Manage claims and billing queries received 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 operational efficiency.
Support case management and closure on the Medical Specialist team's agenda.
Respond empathetically to the needs of clients, customers, and colleagues.
Protect information security by adhering to policies and reporting information security incidents or potential threats to the Information Security Officer.