[Hiring] Crisis Liaison - CISI Assistant @American Institute For Foreign Study

Role Description

CISI is seeking a dependable, service-oriented Crisis Liaison to support travelers experiencing medical or logistical emergencies both domestically and internationally. This role serves as a critical point of contact during time-sensitive situations, coordinating communication between travelers, medical providers, assistance partners, clients, and family members.

The ideal candidate is calm under pressure, highly organized, and able to make sound decisions in a fast-paced environment. This is an excellent opportunity for someone interested in global health, travel assistance, crisis response, or medical operations.

What You’ll Do

• Assistance Coordination & Case Management
  • Serve as the primary liaison for travelers requiring medical or logistical assistance worldwide
  • Process Guarantees of Payment (GOPs) and provider referral requests within established one-hour service standards
  • Coordinate medical appointments and respond to inquiries related to benefits and coverage
  • Independently manage routine assistance requests and escalate complex medical emergencies to designated assistance partners
  • Support hospitalization and medical evacuation cases by ensuring timely communication and coordination
• Communication & Stakeholder Support
  • Communicate clearly and professionally with travelers, healthcare providers, assistance partners, clients, and family members
  • Facilitate accurate information sharing during high-acuity medical situations
  • Provide guidance regarding CISI procedures, coverage expectations, and next steps
  • Participate in rotating crisis-duty responsibilities as assigned
• Documentation & Operational Support
  • Maintain accurate case documentation using internal case management tools and Microsoft Excel
  • Assist with reporting, case tracking, and operational summaries
  • Support claims coordination, invoicing, and other administrative functions as needed

Qualifications

• Experience in customer service, healthcare support, assistance operations, or call-center environments
• Strong verbal and written communication skills
• Ability to multitask, prioritize effectively, and remain composed in high-pressure situations
• Ability to work independently during evening and overnight shifts
• Availability for rotating weekend and night coverage

Preferred Qualifications

• Experience in medical insurance, claims processing, or healthcare operations
• Experience in high-volume assistance or customer support environments
• Familiarity with Microsoft Excel and electronic case management systems
• Background in travel assistance, emergency coordination, or healthcare administration is a plus

Key Skills & Competencies

• Professional judgment and decision-making
• Excellent organizational and time-management skills
• Empathy and strong interpersonal communication
• Attention to detail and commitment to accuracy
• Ability to adapt quickly in a dynamic, fast-paced environment
• Collaborative mindset with the ability to work independently

Benefits

• Competitive salary and overtime compensation
• Comprehensive health benefits
• Paid time off
• Remote work environment
• Career development and advancement opportunities