Bilingual Registered Nurse

This is a non-bedside office based role, using Trauma/CC/Urgent Care/ED or background in Medical Insurance. Spanish language proficentcy is required

Schedule:

• FT No Nights/Weekends
• 3 days x 13 hour shift

To deliver professional, effective medical assistance services to clients, ensuring the highest standards of clinical excellence. The Assistance Nurse provides clinical advice and case management across the platform, supporting beneficiaries of Business Travel policies.

This role collaborates closely with Assistance Doctors, Operations teams, and International SOS Assistance Centers to manage medical cases, coordinate evacuations, and ensure timely, cost-effective resolution.

Medical Case Management

• Receive and assess medical-related calls to determine client assistance needs.
• Calls may originate from insured travelers experiencing illness or injury abroad. The nurse must rapidly assess urgency, location, and available resources to initiate appropriate support.
• Collect and document medical, logistical, and contextual information for each case.
• This includes gathering clinical details, travel itineraries, insurance coverage, and local healthcare infrastructure to inform safe, cost-effective decisions.
• Provide clinical advice to patients, employers, and stakeholders, and coordinate appropriate medical support.
• Advice must be tailored to the policy framework, ensuring that recommendations align with coverage, duty-of-care obligations, and regional medical standards.
• Direct medical case progression and ensure proper handover at shift changes.
• Communicate case status and recommendations professionally to all relevant parties.
• Escalate complex cases to the duty Medical Lead per protocol.
• Liaise with treating physicians to assess treatment suitability and transport needs.
• The nurse acts as a clinical intermediary, validating care plans and determining whether the patient can remain in-country or requires medical evacuation under protocols.
• Maintain open communication with activated International SOS Assistance Centers.
• Document all case notes and medical actions in the case management system, ensuring privacy compliance.
• Ensure all tasks are completed within the shift to minimize service turnaround.
• Support non-medical staff with medical referrals using SPIN and local knowledge.
• When Compass clients request assistance locating care, the nurse leverages SPIN and regional insights to guide them to appropriate providers.
• Manage outbound medical information and ensure clear communication with patients, families, and clients.
• Liaise with client claims departments to share relevant medical and logistical updates.
• Timely, accurate communication ensures that clients’ claims are processed efficiently and reflect the medical realities of each case.
• Understand and adhere to contractual agreements and SOPs.
• Participate in regional and on-call medical rosters, including shift work.

Additional Responsibilities

• Adhere to published work rosters and maintain flexibility as needed.
• Uphold corporate values and policies in all duties.
• Participate in Occupational Health & Safety initiatives.
• Undertake project work or other duties as assigned by management.
• Maintain accountability for workload and communicate movements to line manager.

Required Skills and Knowledge

• Broad Medical Knowledge
• Good computer skills
• Customer service skills
• Excellent written and verbal communication skills

Required Work Experience

• High level of consolidated experience in acute care, intensive care or emergency medicine
• Previous medical assistance experience highly desirable
• Previous public health and/or travel health experience desirable, not essential

Required Qualifications

• Registered General Nurse in home country
• Public Health and/or Travel Health Degree desirable, not essential

Required Languages

• Excellent written and oral English and Spanish Language