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.

Job Purpose

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.

Key Responsibilities

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 client safety.

- Leverage SPIN system and regional medical resources to guide clients to trusted, accessible medical care ensuring confidence in assistance delivery.

Additional Responsibilities

Additional Responsibilities

- Adhere consistently to scheduled work rosters and demonstrate flexibility to accommodate operational demands.
- Uphold and model corporate values, policies, and workplace safety standards.
- Engage actively in Occupational Health & Safety programs to contribute to a safe and supportive work environment.
- Participate in organizational projects or special assignments as delegated by leadership.
- Maintain clear communication regarding workload management and availability with direct supervisors to facilitate smooth shift transitions.
- Be accountable for the accuracy and timeliness of clinical decisions, documentation, and case handovers across shifts, ensuring continuity and quality of care.

Job Profile

Required Skills and Knowledge

- Broad Medical Knowledge

- Good computer skills

- Customer service skills

- Excellent written and verbal communication skills

Required Competencies

- Following Instructions & Procedures: Appropriately follows instructions from others without unnecessarily challenging authority; Follows procedures and policies; Keeps to schedules; Arrives punctually for work and meetings; Demonstrates commitment to the organisation; Complies with legal obligations and safety requirements of the role.

- Coping with Pressure & Setbacks: Works productively in a pressurised environment; Keeps emotions under control during difficult situations; Balances the demands of a work life and a personal life; Maintains a positive outlook at work; Handles criticism well and learns from it.

- Working with People: Demonstrates an interest in and understanding of others; Adapts to the team and builds team spirit; Recognises and rewards the contribution of others; Listens, consults others and communicates proactively; Supports and cares for others; Develops and openly communicates self-insight.

- Delivering Results & Meeting Customer Expectations: Focuses on customer needs and satisfaction; Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Works in a systematic, methodical and orderly way; consistently achieves project goals.

- Writing & Reporting: Writes clearly, succinctly and correctly; Writes convincingly in an engaging and expressive manner; Avoids the unnecessary use of jargon or complicated language; Writes in a well-structured and logical way; Structures information to meet the needs and understanding of the intended audience.

- Planning and Organising: Sets clearly defined objectives; Plans activities and projects well in advance and takes account of possible changing circumstances; Manages time effectively; Identifies and organises resources needed to accomplish tasks; Monitors performance against deadlines and milestones.

Requirements

Required Work Experience

- Extensive clinical experience in acute care settings such as intensive care units (ICU), emergency departments, or critical care environments, demonstrating the ability to handle high-pressure and complex medical situations.
- Proven background in medical assistance services or healthcare coordination is highly preferred, illustrating familiarity with international medical assistance protocols and case management.
- Additional experience in public health or travel medicine is advantageous but not mandatory, supporting broader understanding of traveller health risks and preventive strategies.

Required Qualifications

- Current registration as a General Nurse with a recognized nursing regulatory authority in the home country, verifying professional competence and adherence to healthcare standards.
- Educational credentials in Public Health or Travel Health are considered beneficial but not compulsory, providing enhanced expertise for this specialized role.

Required Languages

- Fluency in English, both written and spoken, is essential to communicate effectively with international clients, healthcare teams, and partners.
- Proficiency in additional languages is desirable, supporting communication in diverse regions and augmenting service quality.

Travel and Work Schedule

- Occasional business travel may be required to participate in training, operational assessments, or collaborative projects with international teams.
- The role involves shift work and demands flexibility, including adherence to published work schedules and readiness to support 24/7 assistance operations when necessary.

Key Competencies

- Exceptional clinical judgment and problem-solving skills with a focus on patient-centered care and risk management.
- Excellent interpersonal and communication abilities to engage empathetically with clients and collaborate seamlessly with multidisciplinary teams.
- Proficiency in clinical documentation systems and case management tools to maintain accurate and timely records.
- Strong organizational skills and the capacity to prioritize caseloads efficiently in a dynamic, fast-paced environment.
- Commitment to continuous professional development and adherence to quality assurance and safety protocols.

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now!