Senior Medical Case Manager - Nurse

Who We Are Looking For
Crisis24 runs an intelligence-led model that brings risk intelligence, security support and medical assistance together in one coordinated service. We identify emerging threats early and assess how they could affect people and operations. We then turn that intelligence into practical support through our 24/7 global operations centres, validated in-country partners and integrated medical and security teams.
Medical Assistance is how that model responds when someone falls ill or gets hurt, and our Nurse Case Managers are at the centre of it. You’ll be the clinical lead on each case, assessing the situation, working with treating doctors and local providers, and coordinating with our security and operations colleagues to ensure patients receive the right care in the right place. This may involve coordinating a local hospital admission, arranging a transfer or supporting a move to a higher level of care through medical repatriation or Air Ambulance services.
Working across our global AMER, EMEA and APAC teams, you’ll help ensure continuity of care through a follow-the-sun model, with clear handovers, timely escalation and consistent clinical decision-making. Clients often only realise how much they depend on this capability when they’re in the middle of a live event. When that happens, you’re the person they rely on.
What You Will Work On
Deliver client-centric medical assistance through evidence-based clinical assessment, safe coordination of care and clear communication. As a Nurse Case Manager (NCM), you’ll own day-to-day clinical case management, ensure timely escalation and maintain accurate, comprehensive documentation to support patient outcomes, safety and client trust.
Clinical Assessment & Advice

Conduct telephonic and virtual clinical assessments for travellers, employees and insured members.
Provide triage and evidence-based advice, determining whether self-management, further medical review or escalation is required.
Verify treatment appropriateness and facility capability, intervening or escalating when standards of care are not met.
Contact treating doctors and nurses for updates, clarifying diagnoses, treatment plans and expected clinical outcomes.
Request, obtain and review medical reports from facilities and partners when documentation is missing or incomplete.

Case Management & Coordination

Manage cases end-to-end, including monitoring patient progress, care planning, follow-up and discharge planning.
Arrange and coordinate local transfers, escorted commercial repatriations and Air Ambulance (AA) oversight in collaboration with Operations Case Managers, Nurse Consultants (NCs) and Medical Directors (MDs).
Coordinate receiving care and hospital admissions when required, including liaising with receiving hospitals and relevant services such as the NHS in the UK.
Provide clear, timely client- and insurer-facing updates and recommendations in concise, non-technical language.
Complete structured handovers within and across regions and shifts to maintain continuity of care.
Participate in daily huddles and Sick List reviews to discuss active cases, patient progress, risks and required actions.

Fitness-to-Fly (FTF) & Travel Medicine

Undertake Pre-Flight Assessments and make Fitness-to-Fly recommendations in line with applicable IATA guidance, internal FTF protocols and Medical Director direction.
Complete and review MEDIFs to support consistent Fitness-to-Fly decisions and airline coordination.
Provide pre-travel advice on medications, vaccinations and country-specific requirements within the scope of the role, escalating to the Medical Director when necessary.

Documentation, Quality & Governance

Maintain accurate, contemporaneous case notes using approved templates, clearly documenting clinical reasoning, decisions, recommendations and agreed plans.
Translate clinical decisions into clear, actionable instructions for Operations, including case actions and urgent Microsoft Teams communications when appropriate.
Record outcomes and agreed actions from huddles and Sick List meetings directly in the case record to ensure continuity and a single source of clinical information.
Contribute to the development and refinement of clinical guidelines and protocols, including repatriation, fracture management and expanded FTF conditions, in collaboration with Nurse Consultants and Medical Directors.
Maintain high documentation standards to support clinical governance, quality assurance and effective case management.

Escalation Pathways & Clinical Support

Escalate complex or high-risk cases to Nurse Consultants and/or Medical Directors in accordance with established criteria, including prolonged hospitalisation, substandard care environments, ethical dilemmas, potential Air Ambulance requirements and Fitness-to-Fly uncertainty.
Follow regional after-hours and weekend escalation pathways, ensuring appropriate Nurse Consultant and Medical Director visibility for Sick List cases.
Document Medical Director recommendations and clinical direction in the case record, including where the Medical Director has spoken directly with the patient or point of contact.
Apply a consistent global escalation model in which Operations escalates clinical matters to the Nurse Case Manager, who then escalates to the Medical Director as required. This ensures clear accountability, minimises miscommunication and maintains a single clinical record of truth.

Client & Stakeholder Engagement

Participate in client-facing discussions where clinical justification is required, explaining recommendations, treatment options and associated risks clearly.
Provide regular updates to corporate clients where indicated and manage acute medical advice requests appropriately.
Work collaboratively with underwriters, network teams, medical providers and other stakeholders to support appropriate care and effective case resolution.
Contribute to general practitioner (GP) checks and prepare clear, accurate reports when required.

Education, Mentoring & Team Contribution

Participate in ongoing training covering case management best practice, clinical documentation standards, medical repatriation and Air Ambulance protocols.
Share learning points through team huddles and multidisciplinary case reviews, contributing to continuous improvement and knowledge sharing.
Provide peer support and participate in buddying arrangements where assigned.
Support the improvement of templates, guidance documents and operational systems, including Salesforce and SharePoint, in collaboration with Nurse Consultants and the wider team.

Who You Will Work With
Operations Case Managers, Medical Directors, Nurse Consultants, Network team, medical partners and facilities, clients and underwriters.
What You Will Bring
Required Qualifications & Licensing

Registered Nurse with current, valid registration and appropriate country-specific licensure in good standing.
Current Basic Life Support (BLS) certification.
Advanced Cardiovascular Life Support (ACLS) certification preferred, or country-equivalent.

Required Experience

Minimum of three years’ recent inpatient, emergency or acute clinical experience.
Demonstrated experience in telephonic or virtual clinical assessment and clinical case documentation.
Experience in medical assistance, medical repatriation or aviation medicine is advantageous.

Skills & Competencies

Strong clinical judgement and the ability to make evidence-based decisions while managing complex or time-sensitive cases.
Excellent written and verbal communication skills, with the ability to explain clinical information to non-clinical audiences.
Calm decision-making under pressure, with effective prioritisation across multiple active cases.
Cultural awareness and the ability to liaise with global medical providers while navigating varying healthcare systems and standards of care.
High standards of clinical documentation and confidence using templates, CRM/EHR platforms and productivity tools.
A client-centric approach, with the ability to collaborate effectively across Operations, Network and Medical teams.
Strong organisational skills, accountability and the ability to work independently while recognising when escalation is required.
Multilingual capabilities are advantageous, particularly French, German or Spanish.

Working Conditions

Work within a 24/7 medical assistance environment, supporting global AMER, EMEA and APAC operations through a follow-the-sun shift model.
Rostered shifts may include weekends and public holidays, with occasional on-call requirements. Night shifts may be required but are not expected as a regular part of the role.
Opportunities to support escorted medical missions and repatriations, subject to credentialing, training and operational requirements.
Occasional travel for training or operational support may be required.

Success Measures

Achievement of service-level agreements (SLAs), including timely first responses, appropriate next-step actions and complete documentation.
Timely and appropriate clinical escalation, with adherence to Fitness-to-Fly and Air Ambulance pathways.
Client and underwriter feedback, including customer satisfaction (CSAT), Net Promoter Score (NPS) and rework rates.
Quality of handovers and continuity of care across regions, teams and shifts.

Compliance & Ethics

Adhere to Crisis24 policies, clinical governance standards, privacy requirements and applicable data protection regulations.
Maintain professional, ethical and patient-centred standards in all clinical decisions and stakeholder interactions.
Contribute to an equitable, safe and harassment-free workplace, following applicable Health & Safety policies and guidance.