Crisis Liaison – CISI Assist (Evening & Overnight Shift)

Location: Remote (United States-based only)
Reports To: CISI Health and Safety Manager
 

Schedule Options:

We are currently hiring for two separate openings:

• One Evening Shift Crisis Liaison: 4:00 PM – 12:00 AM EST
• One Overnight Shift Crisis Liaison: 11:00 PM – 7:00 AM EST
• Rotating night and weekend coverage required (approximately one week every 6–7 weeks)

Compensation: $70,000 – $75,000 annually overtime compensation

Work Location & Eligibility

This is a U.S.-based remote position. Candidates must be authorized to work in the United States at the time of hire. CISI is unable to provide employment visa sponsorship for this role.

About the Role

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

What We’re Looking For

Required 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

Why Join CISI?

At CISI, you’ll play an important role in supporting travelers during critical moments. This position offers exposure to global medical assistance and crisis response operations while providing opportunities to grow within health and safety, operations, client services, and related functional areas.

You’ll join a mission-driven team committed to delivering responsive, compassionate, and high-quality support to travelers around the world.

Benefits

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

Equal Opportunity Employer: AIFS  provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected federal, state, or local laws. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

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Salary : $70,000 - $75,000