Lead, Care Advocate

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, FL.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world. 

Position Summary:

Responsible for providing feedback on case management quality to ensure that all crew members on medical leave are kept in contact with their medical case coordinator and any questions the crew member has about his/her medical benefits and treatment are addressed. Liaises with the crew medical case managers, claims adjusters, shipboard medical personnel, human resources, and other departments within the corporation to ensure the provision of prompt, proper, and adequate medical treatment to crew members on medical leave. Identifies, escalates, and manages service quality concerns and best practices to guarantee optimal handling of cases.

Career Snapshot:

• Prepares status reports on case file reviews and communications with crew and makes recommendations for continuous quality and process improvement
• Analyzes information gathered from case file reviews to identify areas of opportunity and improve the quality of medical case management
• Advises the Director, Crew Case Management with observations and recommendations concerning overall case management and issues presented by specific cases
• Reviews the medical case coordinator's and/or adjuster's files and Risk Management Information System entries and notates the file accordingly to understand the basics of the case when making crew member contact
• Reports and provides feedback on missing documentation as necessary
• Reviews case file contact log to ensure periodic communications are present between the case manager and crew member
• Advises Director, Crew Case Management and relevant team members of opportunities and/or concerns
• Manages, analyzes and reports on the crew member quality survey, inclusive of results, whereby crew members on medical leave complete survey information to evaluate their satisfaction with the medical leave process
• Establishes and maintains contact with the crew member, and/or designated family member(s) of affected crew to keep such persons continuously updated / informed of affected crew medical / other status until such time as affected crew is stable or returned safely back home
• Acts as an additional resource to provide service and support to crew when issues arise
• Partners with crew medical case management team, with a focus on crew with adverse incidents (e.g. medical emergencies, medical disembarkations, deaths, missing persons and crime victims), long term medical issues, and significant injuries
• High degree of focus and management of high risk cases and assists with communications as necessary
• Leads, develops and provides performance feedback to Care Advocate(s) in the administration of file reviews and crew member communications. Guides Care Advocate(s) in their responsibility to contact crew on medical leave and to assist case managers as necessary
• Counsel crew members and their families, as well as local agents and medical providers, to ensure quality crew care
• Maintains current notes of crew member contact and case activity within the Risk Management Information System and other databases for quality assurance

Requirements:

• Bachelor degree required and or directly related equivalent experience
• Minimum of 3 years related case management quality control experience and/or training

Preferences:

• Social work and/or counseling experience
• Claim adjusting or claim management experience
• Crisis management training
• Customer services training

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as the Lead, Care Advocate.  Once you click to apply below, it will take you 10-15 mins. to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next < 30-60 > days.  During this time, you can view your application status on our career site. 

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.