Job description

A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

Responsible for the day-to-day Assistant Manager leadership of the Beneficiary Service Center Claims Team to ensure optimal qualitative and quantitative beneficiary and provider satisfaction.

The Beneficiary Service Center Claims Team includes a team of Customer Service Executives who deliver operational support to those seeking assistance in claims processing from beneficiaries, providers responding to inbound calls or contacts, correspondence based around the world either current or former members of the US military and their families, who want to access medical services.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

· Overall responsibility for the service delivery of the Beneficiary Service Center Claims Team teams, managing team leaders who in turn supervise Customer Service Executives who provide support to beneficiaries and providers.

· Ensures the high degree of quality service delivery is executed.

· Ensures Service Level Agreements/Contract standards are met or exceeded at all times, using the most cost effective and efficient means appropriate.

· Ensures all personnel adhere to the appropriate Policies and Processes.

· Ensures the proper allocation of resources to all workloads, ensuring the highest level of service delivery at all times.

· Responsible to taking part in audits and governance oversight as required.

· Leads by example in working with other TRICARE & Non-TRICARE teams to ensure the seamless execution of all service delivery.

· Collaborating and maintaining positive and effective working relationships with stakeholders and teams to meet client expectations.

· Ensures appropriate escalation procedures are followed by all members of the operational staff.

· Responsible for the administrative requirements for Team Leads & front line staff.

· Ensures that the Senior Leadership is fully and regularly briefed on any performance issues impacting the team.

· Ensures the timely and proper delegation, direction, and escalation of service activities.

· Ensures all members of the operations staff are familiar with all the relevant and most up to date International SOS policies and procedures.

· Executes the responsibilities and schedule of an on-call and on-duty manager in accordance with the direction provided by Senior Leadership.

· Ensures the proper execution and documentation process is followed for all actions for all actions regarding specific individual performance, disciplinary or grievance matters in accordance with International SOS policy and the guidelines.

· Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.

· Executes all reasonable duties and tasks as requested by leadership and or other senior management members.

· Managing the performance of the Team Leader team, including ongoing and annual performance appraisals.

· Demonstrates professional Business Accumen including causes a collaborative, inclusive work environment.

· Achieves & exceeds all qualitative and quantitative expectations including achieves and exceeds all KPI performance expectations.

C. Job Profile

· Leadership

o Leads by example and is a role model. Helps self and others to focus on what really maters

o Use own influence to guide individuals and groups towards achieving their goals

o Delegates appropriately within the team, playing to the strengths of individuals

· Pressure Tolerance

o Maintains performance under pressure, manages stress, identifies ways to reduce work stress, and uses appropriate coping mechanisms.

· Customer Focus

o Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations

o Supports and encourages others to deliver superior services across the organization. Provides the tools and information to make this happen

o Measures and evaluates services levels using a variety of approaches

· Communication Skills

o Influences audiences effectively in challenging and/or adversarial situations

o Simplifies, condenses and communicates ideas and concepts from many sources

o Keeps people well informed of key issues impacting the business

· Problem Solving

o Converts original ideas and creative approaches into practical solutions.

o Quick and resourceful in mastering facts, information and knowledge to help others solve business problems

o Motivates others to adopt diverse problem solving techniques and processes

· Drive for Results

o Concentrate on value adding business opportunities and focuses employee efforts on them

o Exercise leadership in making things happen by being directive and action oriented

o Shows personal accountability and holds others accountable for achieving results

· Business Focus

o Understands the business issues impacting the organization and the industry, especially on a cross border and functional basis

o Makes sound decisions to deploy limited financial and other resources to implement business strategies

o Is creditable and can front client meetings

· Teamwork and Collaboration

o Maintains the focus of the team on their goals, builds a collaborative work ethic

o Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths

o Removes roadblocks for others

· Developing and Coaching

o Helps others learn how to structure and solve problems related to their work and relationships with others

o Provides instructions and explains by positive modelling in order to help others develop skills

· Required Work Experience (Brief description of the job-related experience needed to perform the job)

· Proven leadership success in an Operational service deliver setting, call centre experience advantageous.

o Must have previously supervised or managed direct reports

· Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

Up to 15%, mainly domestic

· Other

o This position does require a US Citizen who can obtain Tier 3/ Level II IT Security Clearance (previously referred to as ADP II Clearance) after being offered a position and maintaining clearance after starting with International SOS.

International SOS Government Services, Inc. requires all prospective employees to be fully vaccinated against COVID- 19, where allowed by law.

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.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift

COVID-19 considerations:
International SOS Government Services, Inc. requires all prospective employees to be fully vaccinated against COVID- 19, where allowed by law.

Ability to commute/relocate:

• Feasterville-Trevose, PA 19053: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Leadership: 1 year (Required)
• Claims: 1 year (Required)

Work Location: One location

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