Good care
starts with
know-how.

What medical assistance is and why it exists; who does what across Medical, Operations, Network Team, offices, providers and correspondents; professional communication; the first call and case opening; and handling medical information without ever making clinical decisions.

1. How assistance works and who does what
2. Using the assistance network
3. Professional communication in assistance
4. The first call and case opening
5. Understanding medical information

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Payments and coverage from case opening to dispute; requesting, receiving, relaying and storing medical information; monitoring, updates, deterioration and handover — the daily core of the coordinator role.

1. Payments: coverage, limits, GOPs, disputes and refunds
2. Requesting and sharing medical information
3. Monitoring, updates, deterioration and handover

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The transport coordination process taught once in full, then applied mode by mode: repatriation planning and airline acceptance, road ambulance, non-escorted transfers, escorted transfers, stretcher cases and air ambulance operations — with the practical assets coordinators work from: request critique, journey plan, provider briefings, status checklist and quotation comparison.

1. Repatriation planning and the transport coordination process
2. Road ambulance transport
3. Non-escorted (unaccompanied) transfers
4. Escorted transfers (commercial medical escorts)
5. Stretcher cases on commercial flights
6. Air ambulance operations (coordinator view)

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Every kind of 'no' (patient declines, provider or airline refusal, benefit limits, formal limitation processes), vulnerable customers and sensitive cases including mortal remains, and case resolution through closure and learning.

1. Refusals, declines and limits of what can be offered
2. Vulnerable customers and sensitive cases
3. Case resolution and closure

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Six specialist topics with lessons, practical exercises and assessments.

1. Repatriation of mortal remains
2. Premature birth cases
3. High altitude sickness
4. Decompression sickness
5. Cruise ship cases
6. Assault cases

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