Service Delivery Lead Assistant

Company Description

International SOS delivers customized medical and security risk management and wellbeing solutions to enable our clients to operate safely and effectively in environments far from home. Founded in 1984, we operate in 92 countries providing integrated medical solutions to organizations with international operations. Our innovative technology and medical and security expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. We provide clinical services to include “hands on” direct care at over 800 sites around the world, many of which include inpatient clinical care capabilities. With 12,000 staff (including 5,200 medical and behavioral health providers) our services include the design, deployment, and operation of healthcare solutions including freestanding surgical facilities in remote and austere environments, telemedicine consultation through a wide range of virtual modalities, referrals to a global network of more than 100,000 vetted providers, and global aeromedical evacuation. Within our portfolio of companies, International SOS Government Medical Services (GMS), headquartered in Houston, Texas provides contracted healthcare support to Government defence and civil agencies and government contractors, including support to military exercises and operations, diplomatic missions, natural disasters, and refugee care. To protect your workforce, we are at your fingertips: internationalsos.com

Job Description

We are seeking a motivated and detail-oriented Service Delivery Lead Assistant to support the operations and delivery of occupational health services within our organization. The ideal candidate will have experience in customer service within a health-related field or customer account management, along with strong organizational, communication, and problem-solving skills.

Responsibilities:

1. Service Fulfillment and Coordination:

   • Demonstrate comprehensive knowledge of FOH's mission, vision, and customer service philosophy, as well as a thorough understanding of the range of occupational health services offered by FOH.
   • Manage activity fulfillment or review service provider fulfillment to ensure accurate and timely billing into FOHS systems.
   • Coordinate with customers and FOH Service Delivery Leads to resolve uncollected charges, obtain funding for current services, and clarify services as needed.
   • Extensively interact with customers regarding billing questions and other communication essential to maintaining agreements.

2. Quality Assurance:

   • Manage a work group to ensure Quality Assurance (QA) is performed on medical records before physician review, confirming all services meet agency medical requirements, standards, and the Interagency Agreement (IAA).
   • Assist in generating customer-specific reports that capture utilization and activity under designated agreements.

3. Customer Support and Reporting:

   • Provide support in scheduling services for client agencies as requested by FOH.
   • Develop and maintain customer-specific tracking tools to monitor the quality and timeliness of services delivered.
   • Continuously update and maintain interagency agreement documents, including Work Orders.

4. Secondary Duties:

   • Assist in the continuous updating and maintenance of established interagency agreement documents.
   • Support the development and management of customer-specific tracking tools to monitor the quality and timeliness of services delivered.

Skills and Abilities:

• Strong leadership and communication skills to effectively interact with various size organizations and diverse backgrounds.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Exceptional organizational skills with attention to detail and the ability to follow through on tasks.
• Ability to prioritize and manage multiple projects simultaneously.
• Independent problem-solving skills with minimal oversight required.

Qualifications

• Associate’s degree with one year of experience in a customer service health-related field, or 5 years of experience in customer account management service.
• At least one year of experience supporting clinical management.
• Demonstrated leadership, communication, and organizational skills.
• Proficiency in Microsoft Office applications, specifically Excel and Word.
• Excellent organizational skills, with attention to detail and follow-through.
• Ability to prioritize and manage multiple projects simultaneously.
• Ability to work independently on projects with minimal oversight.

Additional Information

International SO