At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.
Now, we’re looking for talented individuals to join our team and make a difference.
About the role
The Senior International Operations Specialist coordinates Medical Services operations for USA clients, with a strong focus on service quality, accurate documentation, timely communication, quality oversight, and adherence to established procedures.
The Senior International Operations Specialist manages complex case-related communication with USA clients, internal stakeholders, Medical Services colleagues, operational partners, and support for global clients activities as required.
The Senior International Operations Specialist works in partnership with International Operations Specialists and collaborates across the global Assistance Center network to support effective Medical Services case management, clear handovers, appropriate escalation, and consistent service delivery in line with International SOS standards.
This senior specialist position provides day-to-day operational guidance, coaching, quality oversight, and escalation support. It also supports roster coordination, Medical Emergency Response Plan maintenance, client reporting, and continuous improvement, while remaining accountable for assigned case coordination and shift responsibilities.
This is a Monday to Friday in-person role based out of our Houston office. The hours are 8:00 am until 4:00 pm with weekend on-call availability for escalations.
Key responsibilities
- Provide professional, empathetic, and high-quality service to clients, members, and internal stakeholders
- Update all cases with the appropriate documentation
- Maintain reliable shift attendance and actively support team continuity and daily operational readiness
- Handle cases and calls efficiently in accordance with company protocols and client-specific Standard Operating Procedures
- Notify clients accurately and in a timely manner, as defined by company protocols and client-specific Standard Operating Procedures
- Acts as the first point of contact for new and existing cases and serves as the voice of International SOS for our clients
- Maintains all cases in accordance with company policies and procedures
- Accurately and appropriately initiates Inter Assistance Center notification to facilitate delivery of care
- Ensure the Medical team is aware of all relevant medical reports, required actions, and time-sensitive case updates during the shift
- Apply escalation protocols consistently and promptly for complex, high-risk, high-visibility, or time-sensitive cases
- Coordinate with Supervisors, Operations Managers, and Security teams on security-related case requirements and escalations
- Maintains confidentiality of all patients and/or client information
- Attends and participates in all required International SOS administrative functions determined mandatory by management
- Maintain a professional work environment and demonstrate conduct consistent with International SOS standards
- Maintain clear, accurate, and concise handover documentation with defined plans of action for the next shift
- Actively participates in all transmission sessions with input regarding case actions and direction
- Escalates all complaint or perceived complaint cases to the Operations Supervisor immediately
- Action incoming tasks, emails, correspondence, and documentation related to active or closed cases
- In the absence of a supervisor on duty, advise the Country Medical Director or Regional Medical Director and the on-call Manager of any medical transportation
- Maintain open communication with Client Services Executives, Supervisors, Operations Managers, Coordinating Doctors, Coordinating Nurses, clients, and other International SOS Assistance teams during case management
- Always adhere to company policies and procedures, regardless of shift being worked
- Assist with the training of new Coordinators by mentoring them during their training program
- Comply within our established service recovery protocol
- Complete additional reasonable operational tasks as directed by leadership or senior management
- Support adherence to corporate Operations Policy and organizational guidelines by reinforcing procedures and escalating gaps to leadership
- Support effective and timely daily handovers by ensuring ongoing cases requiring action are clearly documented and discussed
- Support appropriate case allocation by identifying required skill sets, coordinating with leadership, and escalating coverage concerns
- Leads by example in working closely with the Medical and Security Teams to ensure the seamless execution of all missions
- Provide guidance on escalation procedures and promptly escalate operational concerns to the appropriate leadership team
- Responsible as the first line approval authority for all credit card usage
- Keep Leadership and the Regional Operations Director LATAM informed of complex, high-dollar, high-visibility, high-risk, or liability-sensitive cases and issues
- Support timely service recovery and complaint handling by coordinating actions, documenting updates, and escalating issues as required
- Help reinforce awareness of relevant International SOS policies, procedures, and operational updates within the team
- Provide senior operational support during on-call or on-duty periods when assigned, in accordance with direction from leadership and the Regional Operations Director LATAM
- Performs other reasonable duties and tasks as requested by the Regional Operations Director LATAM or other senior management team members
- Provides operational support including case coordination, shift coverage, escalation management, and client service delivery
- Supports global clients and cross-border operations by coordinating with other Assistance Centers, regional stakeholders, and global account teams to ensure consistent service delivery
Roster Management
- Support roster coordination by helping maintain shift coverage, communicating roster changes, and escalating staffing gaps to Leadership.
- Coordinate with team leads and leadership to support shift swaps, absences, and operational coverage needs.
- Maintain accurate roster-related documentation and support compliance with company policies and applicable operational requirements.
Shift Maintenance
- Monitor daily shift readiness and escalate attendance, coverage, or performance concerns to leadership.
- Support real-time schedule updates during emergencies, absences, or changes in operational demand.
- Maintain accurate shift-related records for operational reporting and leadership review.
Medical Emergency Response Plan (MERP) Updates
- Support MERP maintenance by coordinating updates, tracking documentation, and assisting with preparedness activities as directed.
- Help ensure relevant operational teams are aware of current MERP procedures and escalation pathways.
- Maintain documentation related to MERP updates, preparedness activities, and operational follow-up actions.
Client Reporting
- Prepare and submit monthly client reports detailing operational metrics, staffing, incidents, and improvements.
- Ensure reports are accurate, timely, and aligned with client expectations.
- Collaborate with relevant departments to gather data and insights.
- Maintain a reporting calendar and checklist to ensure consistency.
About you
Required Skills and Knowledge
- Customer service oriented
- Team player
- Identifies and acts on potential problems and / or difficulties
- Demonstrates effective problem-solving skills and lateral thinking
- Takes initiative, demonstrates responsibility
- Ability to work under pressure, multi-task and prioritize in a timely and effective manner
- Ability to write, speak and listen effectively
Required Work Experience
- Experience in an assistance center, healthcare coordination, emergency dispatch, medical call center, travel assistance, or complex service environment.
- Experience managing time-sensitive cases, escalations, and service recovery in a high-pressure operational environment.
- Experience handling confidential patient, client, or operational information with professionalism and discretion.
- Experience using case management systems, CRM tools, Microsoft Outlook, and shift-based operational workflows.
- Prior exposure to international operations, medical assistance, travel risk, global client support, hospitality operations, or complex customer service is preferred.
Required Qualifications
- College Graduate Preferred
- Preferred Degree in: International Business, Language, Liberal Arts, Business Management
- Typing speed of 40 wpm
- Proficient in Web Browsing and Microsoft Office (Outlook and Word)
Required Languages
- Fluent English
- Fluent Spanish and/or Portuguese highly preferred
- Fluency or proficiency in any other language is preferred
Travel / Rotation Requirements
- Occasional domestic and or international travel may be required
- Must have or be willing to obtain a Passport
By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.
13,000 experts | 1,200+ locations | 90 countries | 110+ languages
Start your journey with us today. Apply now!
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Employee assistance program
- Health insurance
- Life insurance
- Vision insurance
Application Question(s):
- What are your salary expectations?
Work Location: In person
