International Medical Assistance Manager

 

International Medical Assistance Manager

Benefits           

• Competitive Salary
• Pension
• Health Insurance
• Life Insurance
• Luncheon Allowance
• Excellent career development opportunities

Hours

Core thirty-five hours per week.  However, due to the nature of this role hours may vary in line with the needs of the business.  This position includes an on-call requirement.

The Role

Strong operational management skills are required to effectively manage the provision of medical assistance to customers and ensure that agreed service levels are achieved and quality of service is maintained.

Drawing on your performance management skills, you will lead, inspire and develop the team, continually seek ways to improve efficiency and quality of service.

Great communication skills are required to foster positive relationships with clients and suppliers and effectively manage costs

Main Duties

Team Management

• Set departmental & team objectives to support company strategy
• Regularly review Supervisor and Team performance against agreed objectives and targets
• Ensure that annual appraisals & monthly one-to-ones are conducted with all team members, and areas of individual weakness are highlighted and improved during the sessions, thorough coaching, training and target setting
• Ensure that all negative performance issues are fully documented and are followed up within the timescales agreed during review and one-to-one meetings
• Conduct counselling and disciplinary meetings when appropriate in line with company procedures
• Ensure that accurate personnel records for absence, holiday and payroll are maintained
• Attend monthly team meetings
• Manage staff recruitment process

Case Management

• Ensure that the workflow and productivity of the team is being actively managed as effectively as possible on an hourly/daily/monthly basis
• Ensure that the team operates at all times within specified Service Levels
• Authorise large loss cases
• Act as point of referral for escalated/complex cases
• Liaise with Cost Containment Manager to ensure direct costs are effectively controlled
• Liaise with the Healix medical staff to ensure that appropriate medical arrangements are made on all cases

Management Information

• Collate and run hourly/daily/monthly productivity reports, including telephone and team productivity reports
• Produce monthly report packs
• Ensure that all relevant data is collated and entered onto the system in a timely way, with a focus on accurate data entry & regular data cleansing
• Ensure that adequate financial controls are maintained to meet the requirements of
  Sarbanes-Oxley
• Attend operational & client meetings as and when required

Coaching and Development

• Ensure that personal development plans are in place for every individual within the team
• Develop the team to achieve a level of empowerment, which can be utilised to achieve an intelligent balance between cost control and customer service delivery
• Hold regular meetings with Supervisors & Trainer to ensure that appropriate training and coaching is provided to the team
• Maintain department competency matrix to support business needs

Complaint Management

• Handle escalated calls and disputed cases in a flexible and professional manner, in accordance with the terms and conditions of the policy and showing due empathy for the customer’s situation
• Liaise regularly with the Quality Standards department to ensure that individual and systemic failures are highlighted and measures are put in place to reduce/eliminate potential future failures

Procedures & Planning

• Ensure departmental procedure manuals are up to date and accessible by team
• Control and regularly review departmental budget
• Continually develop Liberty & other systems to improve departmental efficiency
• Monitor CSR responses to ensure optimal service provision

Budgetary Control

• To assist the Head of Travel Operations with the planning of the budget and ensure that expenditure is within budget parameters
• To identify opportunities to reduce cost and optimise revenues

Essential Skills and Attributes

• Good standard of general education
• English Language & Maths GCSE or equivalent
• Team Management Training, e.g. Appraisals, team meetings, counselling,  maintaining personnel records, delegation, resource planning  
• Performance Management Training, e.g. One to one meetings, auditing, identifying training needs, coaching and objective setting
• Complaint Management - effective handling of escalated issues, objective report writing
• Experience of managing an international assistance department & understanding of associated networks.
• Proven experience of managing operational issues
• Strong organisational and problem solving skills
• The ability to recognise and deliver excellent Customer Service
• The ability to effectively communicate at all levels both verbally and in writing
• Sound basic knowledge of Outlook, Word & Excel
• Good worldwide geographical knowledge
• Numerate
• Excellent communication and interpersonal skills

Desirable Skills and Attributes

• Well-presented
• Proactive, quick thinking, flexible and adaptable to changing situations
• Responsible and confident approach to work duties
• Self/team motivator
• Quality focussed
• Able to work under pressure
• Able to make quick/sound decisions
• Problem solving
• Assertive
• Ability to prioritise workload/tasks
• Listen to other people’s ideas and point of view
• Strong eye for detail

Other

• Must be able to travel if required (occasional client visits and conferences)

How to apply

Please send your current CV and covering letter to recruitment@mondial-assistance.co.uk stating the reference IMAM09W as the subject of your email.