【COMPANY OVERVIEW】
International SOS Japan
The Coordinating Doctor provides clinical leadership and medical support to the 24 hour Assistance Centre combined with the running of medical evacuations and transport of patients.
【JOB RESPONSIBILITIES】
Understand and apply the specific service scope required for each client, handling all case types confidently and appropriately.
Provide professional medical advice over the phone to patients, ensuring treatments are suitable and aligned with clinical standards.
Communicate directly with treating doctors to obtain verbal medical updates, helping determine appropriate care and arranging necessary transport.
Gather written medical information from local doctors or specialists to support treatment decisions and identify any pre-existing health conditions.
Oversee the medical components of evacuations and repatriations, including assessing the need for such actions and determining the most appropriate transport method.
Coordinate with airline medical departments to gain clearance for patient travel, ensuring accurate and timely completion of medical documentation.
Maintain clear and consistent communication with medical and operational teams, as well as staff at other International SOS Assistance Centres, to ensure effective case management.
Accurately record all case details and updates in the case management system in a timely manner.
Document all medical actions taken and update plans accordingly to ensure seamless case handovers across shifts.
Ensure all responsibilities are completed within each shift to maintain service efficiency and reduce delays.
Follow internal policies and procedures, as well as those defined by clients, to ensure compliant service delivery.
Protect patient confidentiality by securely managing medical information in accordance with data privacy protocols.
Maintain a professional standard in all written communications with clients and other Assistance Centres.
Participate in the regional medical roster, including shift work and on-call responsibilities.
Meet all performance goals and KPIs set by your line manager.
MEDICAL ASSISTANCE SERVICES
Respond to and assess incoming calls related to medical assistance from International SOS clients.
Collect all relevant medical, logistical, and contextual information related to each incident.
Coordinate appropriate assistance solutions by engaging accredited medical and technical service providers at the patient’s location.
Responsibilities include gathering medical updates, arranging referrals, monitoring patient status, advising on transport options, and overseeing the transportation process.
Manage communication frequency and depth with treating doctors, patients, families, and clients based on case needs.
Clearly and professionally convey relevant medical and logistical details through verbal or written communication in line with client expectations.
Ensure comprehensive handovers of ongoing cases at the start and end of each shift.
Oversee operational planning and ensure progress in managing medical cases effectively.
Maintain thorough, accurate, and up-to-date documentation in case files and take responsibility for the release of medical information from the Assistance Centre.
Conduct follow-up calls as needed to maintain strong communication with patients, families, and clients, ensuring transparency and understanding.
Support the continuous development of International SOS's medical and logistical services by conducting site surveys and evaluating new medical facilities for inclusion in the provider network.
MEDICAL TRANSPORTATION
Consistently apply International SOS Medical Transportation Standards when managing all patient transports.
Evaluate both medical needs and logistical factors to determine whether evacuation or repatriation is necessary and identify the most suitable method (e.g., air ambulance, commercial flight, stretcher, escort, medical equipment).
Coordinate with airline medical departments to obtain medical travel clearance when required.
Select appropriate medical escort personnel based on the case requirements.
Assist in maintaining, upgrading, and managing the emergency medical equipment stored at the Assistance Centre.
GLOBAL ASSISTANCE NETWORK (GAN) AND REFERRALS
Coordinate medical referrals to ensure patients are directed to appropriate healthcare providers and receive care suited to their condition.
Gather and share insights on newly encountered medical facilities and providers, submitting information to the GAN team with medical feedback for further evaluation.
Assist in the review and application of Emergency Procedures (EPs) for client sites across the region.
CASE ESCALATION
Escalate complex or critical cases following International SOS protocols to the Medical Director, Regional Medical Director, or the Corporate Assistance Department (CAD) as appropriate.
PROMOTING INTERNATIONAL SOS SERVICES
Support business development efforts under the guidance of the Medical Director and General Manager, and in collaboration with the Marketing Manager.
Help explain and present the scope of International SOS’s medical services to current and prospective clients when needed.
ADDITIONAL RESPONSIBILITIES
Conduct international patient repatriations as assigned.
Occasionally provide locum support in International SOS medical clinics globally.
Assist in onboarding and training new Operations Coordinators and Coordinating Doctors during their induction.
Adhere to and actively promote International SOS’s corporate policies, procedures, and values.
Understand and contribute to Occupational Health and Safety (OH&S) initiatives and practices.
Undertake projects or other reasonable tasks assigned by the direct Manager.
【REQUIREMENTS】
Medical Doctor with 6 years plus post graduation experience
Experience gained within accident & emergency and general practice
Varied international medical and/or health care system experience
Experience in assistance, aviation, remote area medicine
Full registration to practice medicine in country of origin
Proficient with oral and written communication (English and Japanese)
Occasional travel to other Intl.SOS
Assistance centers and clinics for training purposes.
【WELCOME SKILLS AND EXPERIENCE】
Work effectively with non-medical staff and clients
Integrate medical information and produce recommendations to clients
Present medical information to non-medical staff and clients
Effectively balance medical needs with commercial considerations
Professional written and verbal communication skills
Customer/client focused
Empathetic manner
Confident clinical decision making skills
Time management
Team player
Cultural awareness
Computer literate