Scheduler, QTC VA Programme

International SOS

11d • Onsite

About The Position

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. 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. The primary purpose of this position is 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. This role ensures efficient and effective administrative co-ordination between the WorkSafe Administration team, Providers, International SOS Assistance Centres and the Client.

Requirements

• 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 a database is preferable.
• Able to communicate at all levels.
• Problem Solving skills.
• General knowledge of world geography.
• Demonstrated understanding of working within a professional / general Customer Service focused environment – 1 years experience, preferably.
• Previous experience working in a customer centric/facing department.
• Fluent, written and spoken English
• Fluent, written and spoken Spanish

Nice To Haves

• Experience within Intl. SOS advantageous.
• Or equivalent Military experience

Responsibilities

• 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 co-ordination 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, ESR activity statistics and individual case Key Performance Indicators.
• 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.
• Attend training, coaching and meetings as and when required.
• Carry out any other reasonable duties as requested by your line manager.
• Work safely to protect themselves and others from injury.
• Report any work hazards.
• Undertake all mandatory training as required.
• Obey all health and safety procedures including correctly wearing all PPE provided.
• Report any workplace injury, illness or near misses.
• Get to know emergency procedures and the location of the first aid kit and AED.
• Ask questions to check or clarify any issues relate to OH&S training, tasks or any issue that may affect safety in the workplace.

Benefits

• Paid overtime

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED