PQI/QI & Complaints Manager

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International SOS is the world's leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. International SOS Government Services administers the TRICARE Overseas Program providing high-quality, accessible health care services for U.S. Military service members, family members, retirees, and other eligible beneficiaries overseas.

About the role

Are you passionate about clinical quality and ready to lead impactful initiatives? Do you thrive in a fast-paced, dynamic environment where you can make a difference? We have the perfect opportunity for you to elevate your career while contributing to the well-being of TRICARE beneficiaries worldwide.

As the TOP PQI/QI and Complaints Manager, you will be at the forefront of driving clinical quality improvements, managing grievances, and implementing corrective action plans. You will play a crucial role in ensuring that the care delivered to TRICARE beneficiaries meets the highest standards. This is your chance to work with a dedicated team, including the Head of Clinical Quality and Clinical Quality Assurance & Innovation Lead, to identify and improve clinical trends, both within International SOS and across external providers.

Key responsibilities

• Quality Leadership: Spearhead quality initiatives, ensuring every clinical complaint and grievance is addressed with care and precision.
• Improvements: Support the clinical review of the clinical Complaints / Grievances and PQIs and ensure that the process is completed in accordance with KPIs. Working with the QALs and the physicians as required. Ensure all QIs and Serious Reportable Events (SRE) are reported to the HoCQ for case direction and reported to the client as per contractual KPIs.
• Data-Driven Insights: Analyze and review clinical trends to promote continuous improvement across all regions.
• Collaboration: Work closely with the TRICARE Clinical Quality Assurance Teams, fostering a culture of excellence and patient safety.
• Line Management: Lead and develop a global team of Quality Assurance Leads, providing support, guidance, and coaching.
• Compliance & Audits: Ensure compliance with clinical quality programs, HIPAA, and privacy regulations, while conducting audits and assessments.

About you

This position is vital in maintaining the integrity of the TRICARE Overseas Program. You will directly impact the healthcare experience of US military personnel and their families, ensuring they receive the highest level of care.

What We're Looking For:

• Clinical Expertise: You have a strong background in clinical healthcare with experience in quality assurance
• Data Analysis: Experience in analysis of clinical data sets and report writing, experience desirable in hospital software such as Datix, Perfect ward, iPMs, Meditech, PAS.
• Leadership Skills: You are experienced in managing and mentoring teams, with a focus on driving performance and quality.
• Communication: You can effectively communicate complex medical information to stakeholders and clients alike.
• Global Perspective: You possess a global mindset, with cultural sensitivity and the ability to work across diverse teams.

Benefits

• International, modern and vibrant work environment
• Hybrid working 3 days in the office, 2 from home
• Performance-based salary review every 12 months
• Structured career path with genuine career progression in a global organisation
• Pension scheme, BUPA private health care and dental plans
• Offices located in Chiswick Business Park with excellent access to local transport options
• The business park has access to an on-site health and fitness centre, subsidised on-site canteen, access to bikes, showers and lockers
• Warm, supportive and open company culture
• We celebrate diversity on a global scale and encourage every colleague to bring their personal best by creating an environment of inclusion and equal support

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At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development. We encourage every person to be their personal best by creating an environment of inclusion, equality and support.

International SOS has been recognised as a Top Employer in the UK by the Top Employer's Institute (TEI) for 2024.