Key responsibilities
- Daily management of the inbound and on-going case requests sent under the EASO – MedCoi contract according to EASO – MedCoi Standard Operating Procedure
- Research and acquire information in order to submit requests to tight deadlines
- Be responsible for compiling final responses and medical sign-off, upload submissions to the client portal
- Client facing and lead contact for the EASO – MedCoi contract, attending meetings & monthly calls (including any face to face interactions)
- Work closely with the program management team to understand and align case management to client needs
- To be accessible and responsive to client’s questions and requests for information
- Development and maintenance of an information retention database populated with data acquired during EASO – MedCoi and ICMPD and other case research
- Utilise multiple information sources of in order to fulfil research requests (SPIN, other AC network, Medical Services MInA Team, Internal (i.e. clinics) and external providers
- Data analysis and providing regular insights, reports on operational activity drivers and opportunities for process efficiencies
- Quality control of deadline targets and content of information provided, including identification of any trends and quality improvement initiatives
- Develop a consistent response format that is informative, objective and professional
- Work closely with the medical, operational and network counterparts in other Assistance Centres to source information working towards tight deadlines
- Develop on-going relationships both internally and externally in order to improve response rates and case management efficiencies
- Collation of new information on medical providers and facilities encountered and transfer this information to the Network Services and Medical Information and Analysis departments
- Maintain clear and accurate records, consistently displaying due diligence and attention to detail
- Maintain confidentiality of all client information
- Maintain accurate notes in accordance with International SOS policies and procedures and NMC Record Keeping Guidelines (2016)
- Ability to provide outstanding customer service to clients and proactively identify the need for service recovery with escalation to senior management in a timebound manner
- To be on duty for scheduled shift hours and be accountable for your workload and movements to your line manager.
- To take an active role in your own continuous professional development throughout your career in keeping with registration guidelines.
- To positively promote international SOS to other organisations and clients.
- Work within and promote all International SOS policies and procedures.
About you
- Broad Medical Knowledge
- Strong MS Word, Excel, PowerPoint and MS Teams and other systems and applications in a professional setting
- Customer service skills
- Excellent written and verbal communication skills
- Previous medical assistance experience desirable, not essential
- Previous public health and/or travel health experience desirable, not essential
- Registered General Nurse (must hold current registration)
- Excellent written and oral English Language
- Additional language skills desirable, not essential
More Information
- Experience Level Junior
- Total Years Experience 0-5
- Radio field Option 1
- Dropdown field Option 2
- Multiple Select field Option 3
- Checkbox field Option 2
