Regional Nurse, Health Operations Center

The HOC Regional Nurse provides 24/7/365 medical support to ships in the Corporation through the globally interconnected regional Health Operations Centers (HOC). They provide operational, logistical and coordination support to the ship’s doctors for significant medical events, medevacs, and illnesses and outbreaks of public health concern. They triage, respond and escalate events of concern or complexity to the regional doctor and track and report events in a timely manner to the HOC doctor, Medical Director and Fleet Operations Center as appropriate.

They assist in developing and updating HOC specific HESS policies, procedures and protocols for medical responses for shipboard incidents, regional medevacs, telemedicine services and Company properties. 

They are responsible for the medical scheduling to cover the 24/7/365 support for shipboard emergency response (ERO) for the four North America brands.

They maintain and update guidance on third party providers that support the network for global fleet medical operations including medevac capabilities, coast guard assets and locations, air ambulance providers, telemedicine support networks, and national and port health authorities. 

They conduct ship and shoreside facility operational visits and participate in shipboard initiatives including quality assurance compliance audits and case reviews to support clinical governance activities. 

They support pre and post cruise guest needs in coordination with guest services, family assistance and communication teams as necessary.

Essential Functions:

• GLOBAL HEALTH OPERATIONS CENTERS (HOCs)
  • Supports a team of health professionals located in the US, UK, Germany and Australia to provide 24/7/365 medical support to all ships in the Corporation through the interconnected regional Health Operations Centers (HOC).
  • Provides operational, logistical and coordination support to the ship’s doctors for significant medical events, medevacs, and illnesses and outbreaks of public health concern.
  • Maintain current knowledge of Global-HESS and the medical evacuation options including preferred providers for regional specific itineraries.
  • Triage and escalate events of concern or complexity to the regional doctor and/or Medical Director
  • Track and report events in a timely manner to the HOC doctor, Medical Director and Fleet Operations Center as appropriate.
  • Communicates, coordinates and collaborates with the global Fleet Operations Centers, shipboard and shoreside stakeholders and third parties, to provide timely situational updates and develop proactive plans to facilitate the efficient and effective management of events.
  • Supports with the investigation of significant events as directed. 
  • Updates the global database of shoreside medical providers including hospitals, coast guard assets and locations, rescue centers and air ambulance providers to support the global care and disembarkation of guests and crew.
• SHIPBOARD EMERGENCY RESPONSE
  • Supports the 24/7/365 HOC medical cover for the shipboard ERO.
  • Participates in Operating Line Emergency response exercises (EROC) and events.
  • Assists with the training of HOC members on ERO systems and processes for each brand.
• GUEST SUPPORT
  • Triages requests and responds to guests medical support prior to their cruise with any special medical needs and requests.
  • Supports disembarked guests in coordination with guest services, family assistance and communication teams, as necessary.
• POLICY, PROCEDURES AND COMPLIANCE
  • Maintains working knowledge of GHESS and proposes updates as needed to HOC specific policies, procedures and protocols.
  • Maintains, updates and communicates regional specific guidance to stakeholders.
  • Conducts ship operational visits and communicates findings to relevant stakeholders.
  • Conducts ship compliance audits to support the clinical governance activities and requirements.
  • Conducts patient case reviews as directed.
  • Conducts shoreside hospital and clinic site visits and updates databases with current information.
  • Maintains accurate records of HOC activities including call logs.
• MEDICAL OPERATIONAL PLANNING
  • Maintains partnerships with third party providers that support the network for global fleet medical operations including medeva