FLSA: Exempt, Full Time
Department: Assistance Services
Primary Worksite: 6 West Colony Place, Durham, NC
Reports to: Vice President, Claims and Assistance Services
Salary: Commensurate with experience

JOB SUMMARY

The TravelAssist Case Manager helps DAN members access their membership and insurance benefits when involved in a medical emergency while away from home. Members who need assistance call DAN’s emergency hotline where queries are triaged by medical consultants who work with the treating physician to determine the medical needs and possible medical transportation needs of the member. Once a plan is finalized, the case is transferred to the TravelAssist Case Manager who is responsible for the operational execution of the mission.

Missions often begin with an emergency medical transportation to the closest medical facility. Other services include monitoring the member’s condition and the mission as it progresses, keeping family members informed of the members situation, arranging follow up medical transfers, hyperbaric chamber treatments, physician visits, and more. Once the medical emergency passes, the TravelAssist Case Manager will help arrange transportation home, or to another medical facility for further care or treatment.

The TravelAssist Case Manager must exercise independent thinking and critically evaluate information to make appropriate decisions regarding mission parameters to ensure the best outcome for members.

RESPONSIBILITIES

• Coordinate and provide safe, timely, effective, efficient, and member-centered care.
• Promote quality and cost-effective interventions to improve outcomes.
• Handle case assignments, draft service plans, review case progress, and determine case closure.
• Facilitate multiple care aspects (case coordination, information sharing, etc.); interact with members to monitor their progress and ensure satisfaction.
• Work with other DAN departments to develop and maintain an international database of local providers (airambulance, hospitals, etc.) to supplement the existing Hyperbaric Chamber and Referral Physician databases.
• Work with the DAN Medical Services department to develop clear lines of responsibility for case management and efficient SOPs for the management and transfer of cases. 
• Inform members of available DAN membership and insurance benefits so the member can make informed decisions.
• Record case information, accurately complete all necessary forms, and produce reports as needed.
• Adhere to professional standards outlined by DAN’s protocols, rules, and regulations.

MINIMUM REQUIREMENTS

• Proven working experience in travel assistance and/or medical case management, including expertise and knowledge in emergency/critical and acute care; medevac transport services, and understanding of flight physiology is a plus.
• Excellent knowledge of case management principles, healthcare management, and reimbursement.
• Critical, independent thinking where outcomes are often time-sensitive; must be self-motivated and able to work in high-pressure situations.
• Effective communication skills, verbal and written, to build and maintain internal and external relationships.
• Excellent organizational and time management skills, with the ability to multi-task, problem solve, prioritize, delegate, and meet critical deadlines.
• Compassionate, with teamwork skills.
• Typing and computer skills with proficiency in Microsoft Office software.
• Bachelor’s degree in the healthcare field or equivalent experience.

WORKSITE

• The primary worksite is the DAN office in Durham, North Carolina.  Following an introductory period (3 – 6 months), this position will be eligible for telecommuting or a remote work arrangement.  Details will be discussed during the interview process.

Posted January 6, 2025

FLSA: Non-exempt
Department: Safety Services
Primary Worksite: 6 West Colony Place, Durham, NC (fully on-site; not a remote position)
Reports to: Vice President, Safety Services

JOB SUMMARY

• Support DAN’s safety programs in recreational scuba diving including risk mitigation, training, and education.
• Provide support to education, outreach, and safety development programs, including handling risk mitigation, training, and recompression chamber inquiries. 
• A suitable candidate should be able to carry out a range of routine tasks, both existing as well as new programs as these are developed, including responding to first aid and other training program queries, administering the E-Learning system, administering the DAN Oxygen Grant and other related programs, engaging with internal education systems, proof reading articles authored within the department, and managing the publication of newsletter.

RESPONSIBILITIES

Responsibilities would typically include the following, based on the candidate’s experience and abilities:

• Coordination and support, on an international basis, of DAN safety related initiatives and programs.
• Responding to information and related communications on safety activities, including training system, risk mitigation, and operational diving related queries.
• Generating and reporting on surveys.
• Proofreading and production of written articles relating to safety in the diving industry.
• Compiling newsletters and safety tools.
• Presentation of safety topics on public platforms.
• Teaching students in the range of safety services programs.
• Updating databases of service providers, training instructors, dive safety officers and recompression chambers through electronic and direct communication.
• Representing Divers Alert Network including presentations at various events as assigned.
• Other tasks and responsibilities, as may be assigned.

EDUCATION/TRAINING

Appropriate Bachelor’s degree (or higher) and preferably with recognized training in at least some of the following:

• Professional scuba diving rating desired
• DAN First Aid Instructor or appropriate equivalent desired
• Dive safety officer, or 
• Occupational health and safety officer would be desired

EXPERIENCE

Background to include at least some of the following:

• Experience in the operation of medical, recompression and/or commercial diving hyperbaric facilities
• Field experience in first aid
• Training of scuba diving or related first aid provider programs
• Experience in, or exposure to diving safety functions, including related non-diving activities
• Experience in underwater activities other than recreational diving
• Written or produced articles in diving and/or hyperbaric fields
• Presentations in any of the above or related topics
• Support and implementation of training programs

Minimum 3 years in the recreational diving industry

DESIRED PERSONAL CHARACTERISTICS

• Organizational and time management skills 
• Ability to communicate clearly
• Ability to work in a team
• Ability to take initiative and work independently
• Ability to multi-task
• Willingness to learn skills outside of existing training and experience
• Highly proficient in English; Spanish as at least a second language would be beneficial

Posted November 19, 2024

FLSA: Non-Exempt; Full Time
Department: Member Services       
Primary Worksite: 6 West Colony Place, Durham, NC
Reports to: Manager, Membership & Personal Insurance

JOB SUMMARY
Our membership organization is seeking a full-time insurance agent to join our Member Services team. Reporting to the manager of membership & personal insurance, this person will play a critical role in providing access to different insurance plans to meet the individual needs of DAN members.

Working as part of a team, the agent must maintain a high standard of customer service while effectively responding to questions and providing program details through phone calls and emails. The candidate will be able to work within deadlines and have good problem-solving skills. A key attribute for this role is the ability to troubleshoot and provide support to members while providing a high level of customer service.

RESPONSIBILITIES

• Promptly respond to daily incoming calls, voicemails, mail, and email correspondence.
• Accurately and clearly explain membership and personal insurance policy benefits and retail products.
• Provide data entry support for DAN Member Services, including entry of new and renewing membership information, processing of online applications and product orders, and problem-solving/troubleshooting data entry processing.
• Enroll and/or renew members, complete product orders, track member orders, and update member records.
• Act as a liaison between the organization, its members, and the general public in support of the organization’s mission and goals.
• Provide data for internal reports.
• Represent the organization at trade shows, conventions, and symposiums as assigned.
• Perform other duties as assigned.
  

QUALIFICATIONS

• Three or more years of providing customer service in a call center environment or other relevant customer service experience.
• Good business writing skills.
• Proficiency with Microsoft Office products.
• Strong team player.

PREFERRED QUALIFICATIONS

• Licensed in the state of North Carolina as an agent for life, health, property, and casualty insurance; equivalent combination of relevant education and experience will also be considered.
• Scuba diving certification/experience.
• Post-secondary degree or vocational certificate in related field.
• Fluent Spanish or French speaking ability.

Posted January 12, 2022