Research Coordinator, Medical

Key responsibilities

• Daily management of the inbound and on-going case requests sent under the EUAA contract according to the EUAA Standard Operating Procedure.
• Research and acquire information in order to submit requests within the deadlines.
• Be responsible for compiling final responses, obtaining medical approval and uploading submissions to the client portal.
• Support the EUAA Nurse with any client facing engagement for the EUAA contract.
• 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 EUAA case research.
• Utilise multiple information sources of in order to fulfil research requests (SPIN, other AC’s, 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 team in London and medical & operational 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 of this information to the Network Services team.
• Support the Assistance Centre with other case management in surge in demand.
• Assist with non-standard requests such as location briefings/capability queries/pre-travel requests and liaising with the medical team/ MInA/ Medical Services for any input.
• Maintain clear and accurate records, consistently displaying due diligence and attention to detail.
• Maintain confidentiality of all client information.
• 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 the London Assistance Centre during scheduled shift hours and be accountable for your workload and movements to your line manager.

About you

• Master’s in public health or related postgraduate degree is desirable
• Any health-related degree / vocational qualification: nursing, pharmacy, public health, occupational health, global health
• Previous experience in a healthcare environment is desirable
• Excellent Organisation and planning skills
• Strong verbal and written English language skills are essential
• Fluency in other languages is an advantage
• Strong communication, interpersonal, negotiation and presentation skills
• Strong MS Office, Outlook and Teams skills
• Analytical skills
• Customer service skills
• International experience is desirable

Benefits

• An attractive salary and other benefits such as employee discounts, monthly shopping voucher, Wellpass, etc.
• Flexible working hours
• Collegial atmosphere
• Internationally and interculturally oriented activities with constantly new challenges from a market-leading company