To kick off our Meet The Team series, we are spotlighting two members of our Medical Team: Stefan and Kirily.
A core component of our travel risk management solution is our travel and medical assistance services. We pride ourselves on having an experienced in-house team of registered nurses, paramedics and medical specialists who work together to ensure you get the right care at the right time.
From providing medical assistance and monitoring patients to medical evacuations, our team is backed by an extensive global network of quality accredited service providers to deliver the most suitable type of care quickly and efficiently, without compromising on quality.
We recently sat down with Stefan and Kirily in our Brisbane Command Centre to understand their backgrounds and how their expertise plays a vital role at World Travel Protection in keeping travellers safe.
Q1. What inspired you to pursue a career in the medical field?
Stefan: The reason I pursued a career in the medical field was my interest in anatomy and physiology which then evolved into an interest in helping people. I knew I wanted a career where I could make a difference, and nursing has been the perfect way for me to combine my love for science with my desire to help people.
Kirily: I was drawn to paramedicine because I liked the idea of a career which isn’t necessarily confined to four walls. I love that every day is different and keeps me on my toes. Plus, it’s rewarding working in a career where I can help people during a critical time in their life.
Q2. What does a typical day look like for you? Can you share a memorable experience where your expertise made a difference for a traveller or organisation?
Stefan: Not all days are the same within this role, you never know what you’re going to get when a call comes through. It could be a simple cold and flu or a complex ICU case requiring lots of assistance.
One of my significant experiences involved a customer who was in a serious car accident in New Zealand, causing a traumatic brain injury. After getting the initial call, I was able to plan out the next steps to ensure the customer and the family were assisted to the best of our ability.
We were able to get the customer to the point where World Travel Protection was able to repatriate the customer back to Australia for ongoing treatment and rehabilitation. Every time I was able to communicate with the next of kin, they were incredibly grateful for our care and assistance.
Kirily: A typical day involves taking inbound calls from travellers or their families, providing basic medical advice and direction on where they should seek help, or assisting with telehealth appointments for more minor concerns.
The day also involves making many outbound calls to check on customers’ well-being and recovery and to understand what ongoing assistance is required. This also means liaising with hospitals to request updates and medical reports to continue providing assistance to customers while they’re admitted.
While I can’t pinpoint one specific moment, I find great satisfaction in providing reassurance to people in their time of need and helping them understand the processes, so they are well informed and empowered to make decisions. I have often felt the relief down the phone line of many customers who are alone, anxious, scared, sick or injured in a foreign hospital and after some reassurance and letting them know that we are here with them every step of the way, their stress levels are clearly lessened at the end of the call and they are immensely thankful for the advice and knowing they are not alone in this situation.
Q3. What are some of the most common medical concerns or situations you assist with when travellers call for help?
Stefan: The types of calls we receive can vary depending on the time of year and where the travellers are. However, the most common issues we deal with are infections, general illnesses, and injuries – particularly to the knees and ankles, which sometimes require surgery.
Kirily: Gastroenteritis, often referred to as “Bali belly,” is a common reason for calls from travellers. Limb injuries from falls are also frequent, and right now, ski-related injuries are coming through heavily due to the influx of travellers flocking to the many ski towns around the world.
Q4. What do you find most rewarding about working in travel risk management, and how does it align with your values as a healthcare professional?
Stefan: What I find most rewarding about working in travel risk management with World Travel Protection is the opportunity to support customers when they’re in vulnerable situations abroad. Whether it’s guiding them to the nearest medical facility or explaining the care they’re receiving in an unfamiliar country, it’s incredibly fulfilling to provide reassurance and clarity. Many customers are truly grateful for the help, especially when they’re feeling uncertain in a foreign environment.
Kirily: The most rewarding part is assisting people in their moments of crisis, helping them understand the process, and guiding them through this event so they can return home safely. I’m passionate about efficiency, receiving and giving clear and accurate information, and making each step simple for both customers and my colleagues.
Q5. Can you tell us a bit more about yourself and what your work looks like outside of your role with World Travel Protection?
Stefan: A typical day for me outside of World Travel Protection can include spending time with my family or working on some project around the house.
Kirily: Outside of work, I have a very busy social schedule. Many of my friends are shift workers which means scheduling catch ups and getaways well in advance.
I play soccer for two teams and find this to be a great stress reliever after a busy day at work. I also enjoy travelling as often as I can and have plans to visit Scandinavia next year.
