Medical Care Coordinator I

About the role

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.

Responsibilities

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

Requirements

• Experience: At least 3 years of experience performing heavy administrative work is required. Prior experience in a healthcare or medical setting is preferred but not required. Prior customer service experience is required.
• Education: Bachelor’s degree or equivalent work experience is required.

Knowledge, Skills, and Abilities

• 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.
• Ability 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.

Core Values

• CARE: Choosing a supportive and compassionate approach to our work and to our relationships that enables optimal outcomes.
• INNOVATION: Having an open mindset that welcomes and embraces new ideas and creative problem solving that enhances processes, services, and experiences.
• COLLABORATION: Working together to create purposeful connections, internally and externally, to solve problems and achieve goals through sharing varied skillsets, perspectives, and ideas.
• TRUST: Acting with integrity by demonstrating dependability, respect, and honesty in all that we do and fostering a safe environment for authentic connections that enable mutual trust.
• COMMUNICATION: Prioritizing a proactive, accurate, and timely approach to communication to ensure the success of our engagements in every interaction.

Operating Principles

• ETHICAL INTEGRITY: Integrity cannot be compromised. We do the right thing by our patients, customers, and team. We never take shortcuts. We approach our work and relationships with ethical integrity—it guides our actions and choices.
• ACCOUNTABILITY: Everyone must be accountable for producing to their potential every day. We take responsibility for our actions and choices. We follow through on what we say we will do. We are present.
• EXCELLENCE: We strive to do our very best in every action and choice we make every day. We believe in always learning, growing, and sharing with each other. We celebrate our successes and acknowledge when and how we can do better next time.
• GOOD INTENT: We start from the belief that everyone acts with the best intentions. We do not assume anything but instead ask questions to gain clarity and understanding. It is from this vantage point that we engage with each other and with our customers.
• ADAPTABILITY: We know that change is constant. We adapt when needed and pivot to meet the ever-changing needs of our customers and the business.

Physical Demand

• 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.
• Manipulating using hands and fingers.
• Sitting for long periods of time.
• Standing for short periods of time.
• Walking for short periods of time.
• Stooping and/or bending throughout the day.

Mental or Visual Demand

The sustained application of mind and eyes in performing the essential functions of the job requires concentrated mental and/or visual attention; the work involves performing complex tasks to very close accuracy and quality specifications. Additionally, 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 job is typically performed under comfortable working conditions with some general office noise.

Attendance

Regular and reliable attendance is required and the employee is expected to comply with company attendance standards as stated in the employee handbook to fulfill the essential functions of the job.

Safety

The employee is expected to comply with company safety standards as stated in the employee handbook.