Overall Purpose of the Job:
To deliver professional, effective medical assistance services to clients, ensuring the highest standards of clinical excellence. The Assistance Nurse provides clinical advice and case management across the platform, supporting beneficiaries of A&H Business Travel policies.
This role collaborates closely with Assistance Doctors, the team, and International SOS Assistance Centers to manage medical cases, coordinate evacuations, and ensure timely, cost-effective resolution.
Key Responsibilities:
Medical Case Management
- Receive and assess medical-related calls to determine client assistance needs.
- Calls may originate from insured travellers’ experiencing illness or injury abroad. The nurse must rapidly assess urgency, location, and available resources to initiate appropriate support.
- Collect and document medical, logistical, and contextual information for each case.
- This includes gathering clinical details, travel itineraries, insurance coverage, and local healthcare infrastructure to inform safe, cost-effective decisions.
- Provide clinical advice to patients, employers, and stakeholders, and coordinate appropriate medical support.
- Advice must be tailored to the company policy framework, ensuring that recommendations align with coverage, duty-of-care obligations, and regional medical standards.
- Direct medical case progression and ensure proper handover at shift changes.
- Communicate case status and recommendations professionally to all relevant parties.
- Escalate complex cases to the duty Medical Lead per protocol.Liaise with treating physicians to assess treatment suitability and transport needs.
- The nurse acts as a clinical intermediary, validating care plans and determining whether the patient can remain in-country or requires medical evacuation under protocols.
- Maintain open communication with activated International SOS Assistance Centers.
- Document all case notes and medical actions in the case management system, ensuring privacy compliance.
- Ensure all tasks are completed within the shift to minimize service turnaround.
- Support non-medical staff with medical referrals using SPIN and local knowledge.
- When clients request assistance locating care, the nurse leverages SPIN and regional insights to guide them to appropriate providers.
- Manage outbound medical information and ensure clear communication with patients, families, and clients.
- Liaise with client claims departments to share relevant medical and logistical updates.
Medical Transportation Coordination:
- Collaborate with Intl. SOS lead Assistance Centers to assess medical and logistical needs for evacuations and repatriations.
- Determine necessity and appropriate mode of transport (e.g., air ambulance, commercial carrier, stretcher, escort type).
- Decisions must balance clinical urgency, patient stability, and company policy guidelines. The nurse will refer to the International SOS escalation procedures which will guide recommendations and decisions related to potential air ambulance, commercial stretcher, or escorted travel as appropriate, and the nurse will coordinate with the Intl.SOS Assistance Center team for execution.
Network Services and Referrals
- Ensure patients are referred to appropriate levels of care and suitable medical providers.
- For clients in unfamiliar regions, the nurse ensures referrals are clinically sound and logistically feasible, minimizing risk and optimizing outcomes.
- Collect and forward new provider/facility information to Network Services with medical commentary. This activity helps continuously improve the global provider network, ensuring future clients benefit from updated intelligence and vetted care options.
Additional Responsibilities:
- Adhere to published work rosters and maintain flexibility as needed.
- Uphold corporate values and policies in all duties.
- Participate in Occupational Health & Safety initiatives.
- Undertake project work or other duties as assigned by management
- Maintain accountability for workload and communicate movements to line manager.
Required Work Experience:
- High level of consolidated experience in acute care, intensive care or emergency medicine
- Previous medical assistance experience highly desirable
- Previous public health and/or travel health experience desirable, not essential
Required Qualifications:
- Registered General Nurse in home country
- Public Health and/or Travel Health Degree desirable, not essential
Required Languages:
- Excellent written and oral English Language
- Fluent in Spanish
Pay: $42.07 - $43.27 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in San Antonio, TX 78248
