Our people

Our people

Customer Care’s success has been largely attributed to our ability to attract, develop and retain the highest performers. Customer Care staff are carefully selected for their experience, service style, attitude and ability to help our customers in need. Our staff are well-travelled, usually multi-lingual and able to empathise with our customers’ personal distress when in difficult or life threatening situations overseas.

 

Around the clock 24 hours a day

Customer Care service teams operate 24 hours a day from our secure purpose-built operations centre in North Sydney. We are fully staffed 24 hours a day and have a registered nurse and a team leader on every shift.

 

Highly qualified medical team

Our nurses hold various qualifications including Intensive Care, Critical Care, Accident and Emergency, Midwifery, Surgical and Flight / Aviation Nursing. Their skills are complimented by a dedicated Medical Director, Medical Consultant Specialists and Management Team.

The net result is highly skilled, medically trained, professionals able to provide 24 hour emergency assistance advice.

 

Furthermore, all of our Doctors and Specialist Medical Consultant’s remain active within the Australian Health System and have expertise in aviation and emergency medicine. They all currently work in intensive care facilities, in prominent teaching hospitals around Australia and deal with major medical traumas every day. This ensures their medical expertise is current and relevant which is essential when making remote decisions about patient care and helping to decide when patients should be moved or repatriated home.

 

Case management by Registered Nurses

Customer Care’s Registered Nurses manage medical cases 24 hours a day. Apart from their nursing experience, these nurses have extensive experience in the logistics of aero medical transport planning and co-ordination. Furthermore, they regularly conduct medical retrievals, which involve the transportation of patients with conditions ranging from fractured limbs to the critically ill requiring life support.

 

Dedicated in house travel agency

To complement our emergency assistance services is our dedicated in-house travel agency. Having this service in-house greatly assists with flight ticketing, airline special handling requirements and clearance, booking of stretchers on commercial aircraft and the provision of wheelchair and porter assistance.

 

Rigorous training

Our training standards are the envy of our industry and we boast a highly developed, enthusiastic and loyal core of Customer Care Service Representatives and Assistance Case Managers. All staff must successfully complete a rigorous training program before becoming fully fledged assistance co-ordinators or case managers. This program includes personal mentoring by more experienced staff members, many hours of face to face tuition and e-learning.