Overall Purpose of the Role
The WorkSafe Centre of Excellence provides global medical compliance management of essential health screening and vaccination support services to multinational organisations with expatriate populations (employees and dependents) who are required to travel frequently or are assigned to work in foreign countries and frequently in remote locations.
To effectively and efficiently provide the day-to-day operational and administrative work effort required to deliver the WorkSafe services in line with client service agreements, while adhering to the WorkSafe policies and procedures. Ensure efficient and effective administrative coordination between the WorkSafe Administration team, Providers, International SOS Assistance Centres and the Client.
Key Responsibilities
Case Management
Manage examination service requests (ESR) on behalf of the QTC VA Programme in line with the relevant operations procedure.
Attend to all ESR requests in a timely and professional manner in coordination with QTC VA Programme Administrative Teams.
Maintain clear and accurate case notes/records and data capturing within the relevant databases to ensure the case reflects the most up-to-date statuses.
Ensure ESR's (case) are billed appropriately and secure guarantees of payment/payment letter prior to service delivery to ensure billing department has all relevant information required to process provider invoices.
Assist with the development of the network of service providers, by updating amendments to existing service provider details as well as new provider information and ensuring that it is escalated to the Global Accreditation Network department.
Ensure medical and personal data confidentiality is maintained.
Immediately act upon any omissions or service failures identified during the course of the ESR management and ensure appropriate escalation procedures are followed.
Adherence to: Proficiency in ESR audits and call reviews scores, Adherence to log-in timeframes, activity statistics and individual case Key Performance Indicators.
Internal And External Communication And Relationship Management
Positively promote Intl. SOS to other organizations.
Effectively manage and communicate workload and movements to line manager.
Proactively follow up with both the employee and the Client within the agreed periods on each course of action scheduled during the ESR management.
Adopt a team employee approach to ESR management / progression of a ESR via effective communication with the WorkSafe Team.
Other
To attend training, coaching and meetings as and when required.
There may be a necessity for these to be outside normal working times for which you would be paid overtime.
To carry out any other reasonable duties as requested by your line manager.
Required Qualifications
Required Skills and Knowledge
Demonstrates accountability, confidentiality, and ability to handle client related queries.
Working knowledge of Customer Relationship Management technology.
Computer literate and proficient in the usage of computer software including Microsoft Outlook and Word, and experience working with a database is preferable.
Able to communicate at all levels.
Problem Solving skills.
General knowledge of world geography.
Required Work Experience
Demonstrated understanding of working within a professional / general Customer Service focused environment – 1 year experience, preferably.
Previous experience working in a customer centric/facing department.
Experience within Intl. SOS advantageous.
Or equivalent Military experience.
Required Qualifications
High School diploma or GED required.
College degree preferred.
Required Languages
Fluent, written and spoken English.
Fluent, written and spoken Spanish.
This job description outlines the types of responsibilities the incumbent is required to perform. The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review.
International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
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