Global Operations Coordinator

Posted Saturday, July 4, 2026 at 4:00 AM

Location:

Annapolis, MD | Hybrid (both in‑office and remote work)

• Managing all contact into the Crisis
  24 Global Operations Centre professionally and in line with company protocols and procedures. Mandates: inbound/outbound call handling, email triage, case management, liaison with customers, clients, and stakeholders.
• Serving as the initial face of Crisis
  24, mediating customer service and operational excellence.
• Adhering to telephone, email, and case handling Service Level Agreements.
• Opening all new cases in the Crisis
  24 case management system, ensuring calls are handled appropriately, adhering to client SOPs and first‑call protocols and the integrity of data captured.
• Triaging calls and interfacing with Medical Operations Specialists, Security Operations Specialists, Claims, and internal/external stakeholders.
• Open and manage pre‑trip and travel assistance, medical advice, referral and outpatient cases to closure, escalating to Medical and Security Specialist teams per SOPs.
• Monitoring and managing the 24/7 email inbox.
• Managing claims and billing queries (calls and emails).
• Updating dedicated client SOPs and returning to the client/account manager.
• Preparing case‑management reports for clients to document actions undertaken.
• Closing all suitable Global Operations Coordinator cases on the day to support efficiencies.
• Supporting case management and closure on the Medical Specialist team’s agenda.
• Maintaining responsiveness and empathy to client, customer, and colleague needs.
• Proactively addressing information‑security concerns and reporting incidents to the Information Security Officer.

• Professional communication skills – verbal, written, and interpersonal.
• Empathy and enthusiasm for engaging with callers, both inbound and outbound.
• Ability to work well under pressure in a fast‑paced environment and multitask concurrently.
• Effective time‑management and prioritization of workload.
• Solid understanding of the Crisis
  24 suite of service offerings, or willingness to acquire it.
• Previous experience in Medical and Security Assistance, Insurance, contact center, or customer service preferred.
• Fluency in another European or Asian language an asset but not essential.

This role requires staggered shifts on a rotating monthly schedule.

• Duration: 7 weeks.
• Hours:
  
  7:00 AM – 4:00 PM EST.
• Format:
  Hybrid (both in‑office and remote).

Shift Schedules (Post‑Training)

Shift assignments rotate and vary by season.

• 7:00 AM – 7:00 PM: 7:00 AM – 4:00 PM, 9:00 AM – 6:00 PM, 10:00 AM – 7:00 PM.

• 7:00 AM – 8:00 PM: 7:00 AM – 4:00 PM, 9:00 AM – 6:00 PM, 11:00 AM – 8:00 PM.

Hourly Rate Ranging: $25.00 – $27.00 – Overtime eligible.

Protect the data and systems of Crisis
24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis
24, A Garda World Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.