Medical Care Coordinator I

Primary Purpose

The primary role of the Medical Care Coordinator I (MCC) is to schedule and coordinate medical, dental, and emergency care for crew members who live and work aboard commercial shipping vessels. This role supports a global, 24/7 operation and requires the ability to work effectively across different time zones and under pressure.

Essential Duties and Responsibilities

• Triage new medical requests, correctly collecting required client, patient, port, and ship information. Accurately enter information into case management system.
• Schedule medical, dental, emergency care, and prescription medication services using SphereMD providers; find alternate providers when necessary, while continually updating proprietary database in real time.
• Effectively coordinate transportation to appointments with transportation vendors, vessel agents, and other involved parties around the vessel’s schedule.
• Effectively and accurately relay information between medical providers, agents, vessel interests, and insurance companies via email or by phone, documenting all actions in case management system.
• Keep track of all related costs by updating case management system in real time.
• Maintain email updates concerning cases throughout the day, responding as required to facilitate completion of each client case.
• Ensure accuracy of email communication by double checking job, patient, and vessel on each communication.
• Juggle multiple priorities throughout the day, including frequent task-switching and managing interruptions without losing focus.
• Juggle multiple priorities throughout the day, including frequent task-switching and managing interruptions without losing focus.
• Work maritime on-call coverage per protocol, responding to after-hours and emergency care needs as part of a rotating on-call schedule.
• Other duties as assigned.

Requirements

• Strong interpersonal, written, and verbal communication skills.
• Strong organizational skills with attention to detail.
• Ability to work well under pressure in a complex and rapidly evolving environment.
• Ability to maintain consistent customer service focus on producing an outcome.
• Ability to multi-task and prioritize (and re-prioritize, as needed).
• Ability to remain focused while starting and stopping tasks frequently throughout the day.
• Ability to take a case, conceive a plan to solve all elements of the case, and implement changes as necessary.
• Proven ability to manage competing priorities and shift focus seamlessly.
• Ability to work both independently and interdependently with staff and team members with limited supervision.
• Ability to maintain a friendly, professional demeanor while working with various personalities and cultures.
• Consistent, dependable work effort and a positive work attitude.
• Able to maintain regular and reliable attendance and punctuality.
• An attitude of respect for others and a commitment to get the job done.
• Excellent computer skills in Microsoft Office and ability to learn new software. QuickBooks experience is a plus.

Additional Expectations

• Participation in after-hours, weekend, and holiday on-call rotations is required to support the organization’s 24/7 global operations.
• Minimum Experience Required: At least 3 years of experience performing heavy administrative work is required. Prior experience in a healthcare or medical setting is preferred but is not required. Prior Customer service experience is required.
• Evaluation: Evaluations will be conducted no less than annually to evaluate how well the employee performed their essential duties and to measure overall performance in the primary areas of: Job description duties and responsibilities. Adhering to specific job KPI’s (key performance indicators). Overall job knowledge and performance. Exemplifying behaviors and actions that embody our company Core Values and Operating Principles.

Physical Demands

• Lifting up to 15 pounds.
• Carrying up to 15 pounds.
• Reaching over, to the front, to the back, and to the side.
• Pushing up to 15 pounds.
• Pulling up to 15 pounds.
• Moving using hands and fingers.

Mental or Visual Demands

• Sustained application of mind and eyes in performing the essential functions of the Medical Care Coordinator I job requires concentrated mental and/or visual attention.
• The work involves performing complex tasks to very close accuracy and quality specifications.
• Intense and/or exacting mental and/or visual attention may be required due to visualizing, planning, laying out, or otherwise performing very involved and complex work.

Working Conditions

• The Medical Care Coordinator I job is typically performed under comfortable working conditions with some general office noise.

Attendance

• The Medical Care Coordinator I job requires regular and reliable attendance.

Safety

• The Medical Care Coordinator I is expected to comply with company safety standards as stated in the employee handbook.