Assistance Nurse

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

The Assistance Nurse plays a pivotal role in delivering high-quality, compassionate medical assistance services for clients covered under Business Travel policies. This position demands clinical expertise combined with strong case management skills to provide professional advice, support urgent medical cases, and coordinate comprehensive care pathways. Located at the San Antonio AIG Dedicated Delivery Center, the Assistance Nurse works collaboratively within a multidisciplinary team including Assistance Doctors, Operations staff, and International SOS Assistance Centers worldwide.

The primary mission of the role is to offer expert clinical guidance to travellers facing health challenges abroad, ensuring timely access to appropriate care while balancing clinical urgency with policy frameworks and cost-effectiveness. Through effective communication, critical assessment, and proactive coordination, the Assistance Nurse contributes significantly to safeguarding the health and welfare of clients during their international journeys. The role emphasizes adherence to stringent privacy standards, operational protocols, and corporate values, fostering a culture of clinical excellence and continuous improvement in medical assistance.

Medical Case Management

• Promptly receive and assess medical assistance requests from insured travellers, identifying the severity and complexity of each case to determine urgent needs.
• Document comprehensive medical and contextual information while maintaining accuracy and confidentiality in all case records.
• Provide evidence-based clinical advice tailored to clients, employers, and stakeholders, ensuring recommendations conform to insurance policy coverage, duty-of-care, and regional healthcare standards.
• Collaborate closely with treating physicians and health providers to validate treatment plans, assess the medical suitability of care settings, and decide on the necessity of medical evacuation or repatriation.
• Serve as the clinical liaison between patients, International SOS Assistance Centers, and other medical service providers, ensuring clarity and professional handling of each case.
• Escalate complex or high‑risk cases to the designated duty Medical Lead in line with established protocols.
• Monitor and communicate case progression and outcomes effectively to facilitate efficient claims processing and continuous client support.

Medical Transportation Coordination

• Work in conjunction with International SOS lead Assistance Centers to evaluate and plan medical evacuations, repatriations, or transfers with clinical and logistical precision.
• Determine appropriate transportation methods—such as air ambulance, commercial flight with medical escort, or stretcher transport—based on patient condition, urgency, and policy guidelines.
• Ensure that transportation decisions prioritize patient safety, clinical requirements, and cost‑containment considerations adhering to International SOS escalation procedures.

Network Services and Referrals

• Facilitate referral of patients to suitably qualified healthcare providers and facilities tailored to their medical needs and geographic location.
• Evaluate new healthcare providers for inclusion in network services, supplying detailed clinical insights to support service quality and…