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Responsible for managing routine medical activities and delivering professional, effective medical assistance services to clients, in collaboration with the SEA Medical Director, doctors, and nurses within our International Operations team. Ensure appropriate medical outcomes and financial compliance according to current standards to achieve positive case outcomes.

Be part of an integral cross-functional clinical team comprising nurses and doctors that facilitates healthcare information delivery, focusing on clinical quality and high member satisfaction on all cases.

Responsibilities:

a) Medical Assistance Service and Responsibilities:

• Handle designated ongoing medical tasks and medical due diligence for all medical assistance cases.
• Assess each case's medical elements and facilitate medical due diligence, referrals, and retrospective claims assessments as needed.
• Ensure proper medical handover at shift changes and assist during daily Alarm Centre transmission handovers.
• Conduct telephonic nursing consultations and monitor patients globally.
• Assist in organizing medical evacuations and transportation, monitoring medical aspects of evacuations and repatriations.

b) Medical Liaison and Reporting:

• Gather relevant medical information to produce clear medical summaries communicated effectively to clients.
• Communicate progress and medical management recommendations verbally and in writing to relevant parties, including discussing with the SEA Medical Director.
• Manage medical information released from the Alarm Centre, providing clinical support and guidance to staff.
• Engage in public relations calls as needed to ensure clear communication with patients, families, and clients.
• Maintain detailed, accurate documentation and review case records to evaluate service quality in compliance with standards.

c) Expert Medical Opinion:

• Maintain availability during shifts for scheduling member intakes via live transfers.
• Lead systematic intake assessments to gather comprehensive medical histories.
• Document thoroughly on disease-specific templates and coordinate collection and delivery of medical records.
• Ensure adequate phone coverage for live/warm transfers and timely callback appointments, supporting colleagues as needed.
• Identify root causes of case delays and propose solutions.

d) Medical Evacuation and Repatriation:

• Operate within Malaysia Nursing Council standards and professional license boundaries.
• Manage patients professionally and courteously.
• Undertake skills assessments in life support and retrieval services periodically.
• Coordinate with airline medical departments for passenger clearances with the SEA Medical Director and team collaboration.
• Ensure medical retrieval equipment is ready 24/7; report technical issues promptly.

Requirements

Technical/Functional Skills:

• Proficiency in Microsoft Word, Excel, and other relevant software.
• Fluent in spoken and written English; additional languages are advantageous.
• Strong customer service, interpersonal, and communication skills.
• Excellent telephonic communication skills with clarity in explanations.
• Organizational skills with the ability to multitask and prioritize.
• Ability to work independently with minimal supervision and escalate when necessary, collaborating effectively with colleagues.

Education & Experience:

• Minimum Diploma in Nursing or higher qualification.
• At least 2 years of post-registration acute nursing experience in medical, surgical, emergency, or high dependency specialties, with recent practice demonstrated.
• Valid annual practicing certificates, including current BLS and ALS certifications.

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• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How much notice are you required to give your current employer?

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