Overall Purpose of the Role

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

The Beneficiary Service Center Finance Team includes a team of Customer Service Executives who deliver operational support to those seeking assistance in Finance Transaction processing from beneficiaries responding to inbound calls, contacts, correspondence based around the world either current or former members of the US military and their families, who want to access medical services. This team is also responsible for back office Finance operations reconciliation. 75% of the Teams workload is back office Finance reconciliation functions.

Key Responsibilities

o Overall responsibility for the service delivery of the Beneficiary Service Center Finance Team, Team Leader & Front Line Customer Service Executives who provide support to beneficiaries and providers.
o Responsible for oversight of department functionality in adherence with contract guidelines and Key Performance Indicators (KPIs).
o Responsible for all cash applications including check, wire, ACH, and credit cards payments on a timely and accurate basis.
o Work with internal leadership and external contractors to resolve cash application issues with customers, providers including refund of over payments or duplicate payments.
o Work directly with beneficiaries on premium payment management and discrepancy resolution via telephone, mail, email correspondence & all other forms of correspondence.
o Responsible for reconciliation of internal payment logs against financial system reports.
o Manage for email and telephone inquiries on inbound and outbound basis.
o Strong knowledge and proficiency with Excel – Creating spreadsheets, creating and applying formulas, adding pivot tables, and analyzing data. The position is VERY excel heavy and needs someone that is extremely comfortable with the program.
o Ensures the high degree of quality service delivery is executed.
o Ensures Service Level Agreements/Contract standards are met or exceeded at all times, using the most cost effective and efficient means appropriate.
o Ensures all personnel adhere to the appropriate Policies and Processes.
o Ensures the proper allocation of resources to all workloads, ensuring the highest level of service delivery at all times.
o Responsible to taking part in audits and governance oversight as required.
o Leads by example in working with other TRICARE & Non-TRICARE teams to ensure the seamless execution of all service delivery.
o Collaborating and maintaining positive and effective working relationships with stakeholders and teams to meet client expectations.
o Ensures appropriate escalation procedures are followed by all members of the operational staff.
o Responsible for the administrative requirements for Team Leads & front line staff.

Required Qualifications

Required Work Experience
o Proven leadership success in leading back office operations in the call center industry.
o Must have previously supervised or managed direct reports
o Ability to undersgtand reporting, analyze reporting and act on finding within.
o Knowledge of accounts receivable or collection experience preferred. Knowledge of general accounting practices, journal entries, and analytical skills required.
o Government contractor experience a plus.
o Computer literate, familiar with accounting software packages.

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.

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 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.