SUMMARY

The Global Coordination Centre (GCC) Coordinator enables RMI to provide support to our medical and security providers and our clients, whenever and wherever they need it. Available 24 hours a day, 7 days a week, 365 days a year, the GCC assists with everything from connecting medics to on-call Doctors for advice through to the coordination of assistance in medical emergencies worldwide.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer, triage, and coordinate calls, emails, and other communications from RMI providers, associates and clients in line with department standard operating procedures (SOP).
• Coordinate communication between clients and topside medical physicians from initial contact through case close out.
• Coordinate and monitor medical care and work with facilities around the world.
• Coordinate and monitor security operations tasks globally alongside the Operations team. Including threat risk assessment, monitoring and issuing movement notifications for teams deployed overseas.
• Coordinate logistics for medical evacuations and transfers.
• Assist with payment and billing for third-party service providers.
• Document all communications within RMIs systems in accordance with best practice standards and RMIs documentation guidelines.
• Develop and maintain third-party medical resources globally in support of RMI activities.
• Lead and assist with projects as assigned by the GCC Supervisor, such as health facility reviews and Medical Emergency Response Plan (MERP) drafting.
• Coordinate communication between RMI providers and RMI’s internal Crisis Management Team while acting as company emergency operations centre during external crisis events.
• Monitor global medical, political and environmental events to anticipate RMI staff and Client’s security and medical needs.
• Facilitate and partake in MERP/ERP drills with RMI providers and clients.
• Route Occupational health requests to the relevant internal departments.
• Mobilise additional RMI capabilities/assets, such as ground coordination specialists.
• Troubleshoot technical and operational issues in real time.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

EDUCATION and EXPERIENCE:

• Education to A Level or equivalent accreditation preferred
• Experience working in a military or civilian contingency/emergency response/planning environment e.g., Military ops room, ambulance control room etc.
• Experience working in the offshore energy/maritime space preferred but not essential

REQUIRED KNOWLEDGE, SKILLS, ABILITIES:

• Communicate effectively and directly with global service and clinical providers and clients.
• Intake multiple pieces of information from multiple sources, prioritise and summarise in a clear, concise and accurate manner to all appropriate stakeholders.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Able to interpret a variety of instructions in written, oral, diagram, or schedule form.
• Prioritise and coordinate multiple events simultaneously.
• Ethical understanding of patient processes, confidentiality and personal health information (PHI) data management.
• Remain compliant with company HIPAA (Health Insurance Portability and Accountability Act 1996) annual training.
• Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Comfortable working in high stress, fast paced environments
• Able to make critical decisions with limited information based on best COA (course of action) analysis
• Proficient knowledge in Microsoft Office applications, general computer & technology literacy.
• Knowledge and capabilities in the independent set up, maintenance, troubleshooting and utilization of instant messaging, email, smart phones, tablets, and real time video communications (i.e., Skype, Facetime, WhatsApp etc.) amongst different platforms.

WORKING CONDITIONS

• Shift work - average of 2.8 per week, rotating shift pattern – 2-on, 2-off (on-call), 2-on, 4-off. 12 hours in duration across both day and night, unless otherwise specified. Sleeping not permitted on duty.
• During the two “off” days within the rotation, you will be required to be on-call to cover any absences. During this period, you must remain within a reasonable travelling distance of the office and be available to come in, at short notice, if required.
• Standard office environment with desktop business equipment and frequent telephone calls. Noise level is moderate.
• Lone working outside of usual business hours
• This role involves sitting for long periods of time and extensive computer use.