On a day to day basis, the First Responder will be responsible for the following:
Monitor all incoming emails and respond to them according to the services required.Handle high volume of inbound calls and email requests from Shipowners, Captain, Medical officers, and crewmembers.Data entry in proprietary systems for billing and record-keeping purposes.Utilize and follow handling protocols and instructions specific to each client and account.Multi-task of pending work and duties to handle multiple cases at once.Receive new medical cases via email or phone call from ship captains and/or medical personnel regarding crewmembers needing medical attention.Triage medical cases according to priority and the possible need for a Physician Advisor to give prompt assessment and treatment, with the use of the “International Medical Guide for Ships” and their personal medical knowledge as reference.Professional communication with Physician Advisors, medical personnel, Captains, crewmembers, shipowners and their representatives, port agents, transportation companies and governmental agencies, as needed for each case.To be qualified for the First Response Coordinator position, the incumbent will be required to meet the following:
· Ability to work flexible hours, including nights and weekends
· Reliable and prompt
· Quick and accurate data entry skills and strong computer skills
· Excellent attention to detail
· Superb customer service and problem-solving skills
· Ability to work in a fast-paced environment
· Ability to work cooperatively on a team
· Ability to interpret oral, written, and diagnostic form instructions
Ability to use good judgment and remain calm in high stress situationsAbility to function efficiently without interruption throughout an entire work shift· Maintain extreme confidentiality due to the sensitive nature of our cases
· Prioritize calls and emails based on emergency and routine necessity
· Ability to liaise with International Coastguards and utilize maritime terminology
· Advanced First Aid and CPR (requiring certification)
· Ability to document, in writing, all relevant information in prescribed format in light of legal ramifications of such
· Excellent written and spoken English
· Successful completion of First Response training
· Bilingual a plus but not mandated