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First Response Support Mandarin

Future Care’s First Response Call line is a 24/7 Medical Advisory Call Line for Captains of large working oil tankers, cargo, container vessels and cruise ships. The Captains utilize Future Care for medical advice and medical appointments for their crew who are ill or injured and traveling to a port in the U.S.A. or foreign country.


On a day-to-day basis, the FR Support role, is responsible to provide assistance and support for the First

Reponses Coordinators in the following areas:

• Handle high volume inbound email requests from ship owners
• Check special customer handling instructions
• Enter personal and team data in all internal and client proprietary time accounting and billing (PC Law) systems to accurately record all actions for proper billing and time reporting on a timely basis
• Provide assistance to the first response team with month end reports and billing. Assist with document management of all crew medical records.
• Research Future Care’s network of physicians, medical facilities, and pharmacies
• Provide Captains with medical arrangements in a prompt, concise, and polite manner
• Multi-task to handle multiple cases at once
• Prepare pertinent paperwork for medical appointments
• Follow up meticulously with medical providers
• Communicate with medical personnel, Captains, crewmembers, ship owners and their representatives, port agents, transportation companies and governmental agencies, as needed
• Interpret medical reports
• Prepare formal reports to ship owners
• Assist Nurse Case Managers, as needed


To be qualified for the First Response Support position, the incumbent will be required to meet the following: 

• Ability to work flexible hours, including nights and weekends
• Quick and accurate data entry skills and strong computer skills
• Excellent attention to detail
• Superb customer service and problem solving skills
• Ability to work in a fast paced environment
• Ability to work cooperatively on a team
• Ability to communicate effectively via telephone and radio equipment
• Ability to interpret oral, written and diagnostic form instructions
• Ability to use good judgment and remain calm in high stress situations
• Ability to function efficiently without interruption throughout an entire work shift
• Maintain knowledge of International Geographic locations
• Maintain files and records for cases that require assistance in the future
• Maintain extreme confidentiality due to the sensitive nature of our cases
• Prioritize calls and emails based on emergency and routine necessity
• Ability to liaise with International Coastguards and utilize maritime terminology
• Ability to read English language, manuals 
• Advances First Aid and CPR; requiring certification
• Ability to document, in writing, all relevant information in prescribed format in light of legal ramifications of such
• Ability to communicate verbally, telephonically and via email
• Excellent English writing and grammar skills
• Successful completion of intense First Response training
• Special preference given to bilingual candidates as so many of Future Care’s crewmembers speak a language other than English as their primary language


-Salary is competitive and is within market range.



Skills Required

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