TOP Regional Head of Operations, Latin America & Canada

Overall Purpose of the Role

The TOP Regional Head of Operations, TRICARE Operations Program (TOP) is responsible for managing the relationship with the TRICARE Area Office (TAO) – Latin America and Canada (LAC) and the Military Treatment Facilities (MTF) within the region. The role requires a customer centric focus, a good process and operational understanding to educate stakeholders on TOP systems and processes, and the ability to work together with client stakeholders to influence decisions.

Responsible for engaging with Defense Health Agency (DHA) stakeholders, Department of State Health Units, TOP network providers relationships. Understands TOP regional and DHA operations and levers to achieve the best outcomes while staying within the TOP21 contract and DHA policies. This includes high engagement and communications with the TAO-LAC and other relevant government departments and agencies.

The Regional Head of Operations is responsible for liaising and participating in cross functional teams and projects as required to support program improvements. Interfaces include, but are not limited to; Quality, Network Services, Claims, Enrollments, Global First Call Deck, Medical Operations, and corporate Global Assistance Network managers to ensure a service delivery and overall beneficiary satisfaction with the TOP and International SOS support services.

Key Responsibilities

• Manage the TAO-LAC, DHA, MTF, DoS relationship to deliver the TOP21 contract, support services, and associated service delivery models
• Drive TAO-LAC, MTF, and TRICARE Prime Remote site satisfaction improvement initiatives
• Establish relationship management plan and execute schedules and milestones
• Deliver status reports to internal and external clients
• Ensure ongoing stakeholder support through issue resolution and customer service
• Oversight and accountability for regional Relationship Management and region-specific program needs of assigned area of responsibility (AOR)
• Identify key problem areas of client and / or provider concerns and coordinate resolution
• Take an active part in the ongoing evolution of International SOS TRICARE Program services
• Engage with providers and key client points of contact to understand, analyze, document and influence the direction of the TOP management and self-service enhancements
• Provide feedback and input to TOP education support materials
• Oversee the management of data quality/integrity of the LAC Provider Network data
• Regular visits across the region
• Client meetings at US government installations

Required Skills and Knowledge

· Self-starter, self-driven to deliver results

· Ability to establish and maintain relationships with clients / providers / suppliers and cross departmental team members

· Ability to document requirements in a clear and concise manner

· Ability to work across business unit teams to achieve results

· Ability to project a professional image and communicate concepts and issues at a level appropriate to the audience

· Commitment to excellence, team, and team building

· Commitment to provide a high level of service to customers

· Innovative, creative problem solver with an eye for detail and accuracy.

· Excellent communication skills (oral, written, and listening).

· Excellent organization skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities.

· Familiarity with claims processes, healthcare management an advantage

Required Qualifications

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

· Proven service delivery experience in a professional services B2B environment or senior account management experience or program management experience

· Previous exposure to healthcare, U.S. Military Health System and U.S. Government contract account management a plus

 

Required Qualifications (Brief description of the educational background needed to perform the job)

· Bachelor’s degree

· This position does require someone who can obtain a Tier 1 background investigation for a position of trust after being offered a position and maintaining after starting with International SOS.

 

Required Languages (Brief description of the language skills needed to perform the job)

· Highly proficient in English both written and spoken

· Spanish and/or Portuguese language communication skills

 

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

· Travel, International and Domestic, up to 40% of the time

· Driver’s license

 

International SOS Government Services, Inc. requires all emplo