Operations Analyst

VIGILINT; Morrisville (NC); On-site; USD 35,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short-term disability

Long-term disability

AD&D insurance

HSA/FSA

401(k)

Paid time off

Job summary

VIGILINT is a premier provider of international health protection, delivering advisory, logistics, medical operations, and crisis management services worldwide. The role focuses on supporting members during emergencies and coordinating care with a strong emphasis on discretion and compliance.

The position requires 1–2 years in customer service, excellent communication, and the ability to maintain electronic health records, with a 12-hour shift schedule and 5-4-5 rotation.

Qualifications

• Ability to obtain and maintain a SECRET security clearance.
• Minimum of 1-2 years of experience in customer service.
• Ability to retain and execute established processes with minimal guidance from management.
• Excellent written and oral communication skills.
• Exceptional listening and problem-solving skills.
• Diplomatic interpersonal skills; strong analytic ability.
• Proficiency in Microsoft Office.
• Ability to exercise VIGILINT’s core values.

Responsibilities

• Manage telemedicine operations during assigned shifts, including compliance with procedures.
• Answer phones and emails to respond to inquiries from members, non-members, vendors, or employees.
• Coordinate medical care for members and non-members, including Level 1/2 care and air transports.
• Maintain effective communication within and across departments and maintain patient records.
• Manage VIGILINT’s International Health Protection program during shifts, including crisis support for travelers.
• Conduct real-time information gathering, analysis, and intelligence distribution.
• Other duties as assigned.

Skills

Security clearance

Customer service

Process adherence

Written & verbal communication

Listening & problem solving

Interpersonal skills

Analytical skills

Microsoft Office

Core values alignment

Tools

Epic

Job description

VIGILINT is a premier provider of international health protection, providing advisory, logistics, medical operations, and crisis management services to high-net-worth individuals, Fortune 500 companies, and government clients. Our world-class physicians, subject matter experts, and operational staff work side-by-side to solve complex medical emergencies around the globe. The nature of our work requires top performance and the utmost discretion.

Details:

12-hour shift, rotating 5-4-5 schedule.

Primary Responsibilities:

Management of VIGILINT’s mission-critical telemedicine operations during assigned shifts, including:

• Compliance and competence in established processes and procedures.
• Answer phones and/or emails to respond to all inquiries made by members, non-members, vendors, or VIGILINT employees.
• Coordinate medical care for members and non-members. This includes, but not limited to Level 1 and Level 2 care, and Air Medical Transports.
• Maintain a good working relationship and effective communication both within the department and with other departments for the benefit of the caller/patient.
• Maintain patients’ electronic health records by creating appointments and appropriate documentation within.

Management of VIGILINT’s International Health Protection program during assigned shifts, including:

• Providing real-time crisis support for travelers, including the authority to execute a medical transportation (in conjunction with appropriate vendor)
• Mission-critical information gathering, analysis, and intelligence distribution with primary programmatic responsibility for one or more areas of the world.
• Other duties, as assigned.

Authority:

1.To interact with senior executives, medical providers and/or patients at client entities (typically during client crisis) and bind company to provide certain special services and deliverables.

2. To collaborate with other team members, interns, and contractors during the execution of work related to assigned functional areas of responsibility.

Job Qualifications:

• Ability to obtain and maintain a SECRET security clearance
• Minimum of 1-2 years of experience in customer service
• Ability to retain and execute established processes with minimal guidance from management
• Excellent written and oral communication skills
• Exceptional listening and problem-solving skills
• Diplomatic interpersonal skillsStrong analytic ability as demonstrated by prior work performance
• Proficiency in Microsoft Office
• Ability to exercise VIGILINT’s core values

Preferred:

• Previous experience in a call center and/or medical practice
• Prior experience with Epic

Physical Requirements:

While performing the duties of this job, the employee may be regularly required tostand, sit, talk, hear, reach, stoop, kneel, use hands and fingers to operate a computer, telephone, and keyboard, and lift up to 15 pounds.

VIGILINT is proud to offer a robust benefits package that includes health, dental, and vision insurance, short-term and long-term disability, AD&D insurance, Healthcare Flexible Spending Plan, 401(k), and paid time off.

Equal Employment Opportunity Policy

VIGILINT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.