Lead Sr, Crew Heath (Philippines)

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines, is currently looking for Sr. Lead, Crew Health . Only candidates currently residing in Metro Manila, Philippines, are encouraged to apply, as this is a full-time, daily onsite position based in our Pasay office.

Job Summary:

The Sr. Lead, Crew Health is responsible for overseeing the day-to-day operations, performance, and delivery of case management services to support high-quality, cost-effective, and timely healthcare for hospitalized and non-hospitalized crew members across Carnival Corporation's global fleet.

This role provides leadership, guidance, and operational oversight to the Case Management team, ensuring effective coordination of medical care, case progression, communication, documentation, and adherence to established clinical and operational standards. The Supervisor serves as a key liaison between stakeholders in the crew health journey, including shipboard medical teams, crew members, shoreside healthcare providers, assistance companies, and internal stakeholders to promote positive health outcomes, appropriate utilization of healthcare resources, and timely return-to-work decisions.

The Sr. Lead supports the Manager to manage and advise on complex medical cases, providing consultation and escalation support to Case Management Specialists while ensuring consistency in case handling, benefit administration, risk identification, and regulatory compliance. This role is responsible for monitoring case metrics, identifying trends, implementing process improvements, and ensuring all required documentation and reporting requirements are maintained in accordance with departmental standards.

Working closely with Medical Operations, People's Team, Crew Care, Travel Services, Assistance Companies, and external healthcare partners and other stakeholders, the Supervisor ensures that crew members receiving care ashore have access to appropriate medical services, logistical support, accommodations, transportation arrangements, and immigration or customs assistance when required. The role also supports engagement with vendors and assistance providers to evaluate service delivery, address operational challenges, and drive continuous improvements in quality, cost, and crew experience.

The Sr. Lead supports employee development through coaching, performance management, training, and workload coordination while fostering a culture of accountability, collaboration, and service excellence. The position reports to and supports the Manager and operates within the broader Carnival Corporation Crew Health management structure. It also includes participation in a rotational on-call program to provide 24/7 support and oversight for urgent medical cases and operational escalations.

Key Accountabilities / Job Functions:

Case Management Operations & Oversight:

• Supervise the day-to-day activities of the Case Management team, ensuring timely, consistent, and effective management of medical cases from disembarkation through return to work, maximum medical improvement, or case closure.
• Perform case management responsibilities consistent with the Case Management Specialist role, including the coordination, documentation, monitoring, and progression of cases in accordance with established standards.
• Provide guidance, direction, and escalation support to Case Management Specialists on complex cases such as high-risk, high-cost, catastrophic, clinically complex and long-term medical cases.
• Serve as the escalation point for operational, clinical coordination, and service-related issues impacting crew members receiving shoreside medical care.
• Oversee engagement with crew members, next of kin, medical providers, assistance companies, and internal stakeholders to ensure appropriate communication, service delivery, and case progression.

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Ensure effective coordination between stakeholders such as shipboard medical teams, shoreside healthcare providers, assistance companies, and internal partners to facilitate continuity of care and optimal health outcomes. This includes supporting coordination with shipboard medical teams when directed or as operationally required.

Risk & Quality Management Reporting:

• Identifies high risk/catastrophic crew cases and alerts management accordingly.
• Identifies patterns and/or trends in crew member illnesses and injuries
• Assist with and review of medical records for quality assurance purposes, particularly for complex cases, as required or directed.
• Assist with and review of medical charts when required or requested for medicolegal purposes and coordinate with legal / claims and risks teams for mitigation of cases.
• Identify and escalate concerns, red flags, or trends related to medical providers and service delivery.
• Ensure accurate, complete, and timely case documentation within electronic health and case management systems.

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Oversee maintenance of communication logs, case summaries, medical records, and operational reporting to support compliance, audit readiness, and continuity of care.

Operational Support:

• Support the Crew Heal th and Health Operations teams in the coordination of crew member medical disembarkation cases.

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Provide support with departmental projects and other operational requirements, as assigned.

Qualifications:

• Bachelor’s degree in Nursing is required
• With 5+ years combined experience in patient care, case management, occupational health, and/or utilization review
• Familiarity and experience with medical billing procedures. Excellent organizational and communication skills
• Shipboard clinical experience preferred
• Must be willing to work onsite daily at our Pasay office

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