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

To perform this job successfully, the Medical Care Coordinator I must be able to perform each essential duty and responsibility listed below satisfactorily:

• 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.
• Monitor 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.
• Work 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.
• Other duties as assigned.

Required Knowledge, Skills, and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required of Medical Care Coordinator I for this position:

• 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.

Minimum Experience Required

To perform this job successfully, the following experience is required for the Medical Care Coordinator I:

• Experience: 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.
• Education: Bachelor’s degree or equivalent work experience is required.

Performance Evaluations: 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:

Core Values:

• CARE – Choosing a supportive and compassionate approach to our work and to our relationships that enables optimal