Healthcare Partner 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

The TOP Provider Network Manager is responsible for the overall management of the Provider Network in its region, by managing the host nation providers in his/her portfolio, coordinating internally the key processes in the lifecycle of a provider, being the escalation point for both internal and external provider related topics, as well as managing key processes in the collection and maintenance of provider related data and ensuring participating providers are educated and comply with the requirements of the program and of the agreed Medical Record Collection process.

This is a front line, provider facing, account management role, responsible for a clear and detailed

engagement plan with providers to understand how they operate, and to implement TRICARE driven

requirements and processes to achieve contractual scope and requirements. This includes engagement at the provider level to improve the program or rectify concerns.

This role requires an in-person, customer centric focus, a good process and operational understanding, having a solution finding mindset and the ability to influence senior provider stakeholders to comply with the TOP requirements and processes.

The role is also responsible for liaising and participating in cross functional teams and projects as required to support our provider base, including but not limited to working with the Program Management, Network Quality Teams, Network claims teams, Near patient staff, MRC team, technical teams, operations teams and International SOS local Global Assistance Network managers to ensure a service delivery and overall beneficiary satisfaction with the TRICARE Overseas Program and International SOS support services.

Key responsibilities

• Manage the host nation providers in his/her portfolio, ensuring a comprehensive understanding of the provider and a seamless integration within the TOP Provider Network
• Establish the engagement strategy for own portfolio, based on the regional/country strategy developed by the Provider Network Management Team with the purpose of reaching the contractual objectives related to the host nation providers, focused with priority on reaching the medical record collection KPIs and the Network coverage and accuracy objectives and requirements.
• Coordinate internally the key processes in the lifecycle of a provider, such as identifying, assessing, adding/removing a provider from the network.
• Collaborate with the Program Team, the Quality Teams and the Medical Services and Operations Teams to understand and adjust the Provider Network composition and portfolio according to the Client's needs.
• Search, identify and manage new provider partnerships in response to Client needs
• Manage key processes in the collection and maintenance of provider related data in collaboration with the Network Services Team, Clinical Quality Team, Site Assessment Team and the Near Patient Teams
• Provide ongoing provider support through issue resolution and customer service in the provision of medical records, including strategies for the optimization of medical record submission including Electronic Health Record (EHR) transfer.
• To work flexible hours as appropriate to the needs of the post.
• Regular visits across the region (50% travel)

About you
• Proven service delivery experience in a professional services B2B environment or senior account management experience or program management experience
• Previous exposure to healthcare and healthcare provider management is a plus
• Bachelor's degree, equivalent or qualification by experience
• Post graduate degree an advantage
• Insurance, medical provider or nursing experience an advantage

Benefits

• Comprehensive Benefits Package: Private Pension, Private Medical insurance, Life Assurance and more
• Warm, supportive and open company culture
• Structured career development track, with opportunities for progression and advancement
• An opportunity to thrive in a global environment
• Birthday holiday and option to purchase additional Leave
• 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

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.