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TRICARE Assistant Manager, Operations Full-time

at International SOS Pennsylvania in Pennsylvania (Published at 06-08-2022)

Overall Purpose of the Role

The Assistant Operations Manager is responsible for the daily management of cases and staff throughout the shift. The role serves as an initial reference point for the Customer Service Executives, ensuring high quality service is delivered to all military personnel under the TRICARE Overseas Program.
This includes the proactive supervision of calls and cases to ensure a high level of quality, efficiency and excellent customer service is delivered consistently, representing both International SOS and the US military through the TRICARE contract in a professional manner.

Key Responsibilities

Case Management
  • Manage the general day-to-day of the cases via the Omnichannel supported by out CRM Salesforce solution & additional tools.
  • Ensure there is sufficient allocation of resources to manage the workload (calls and cases) and suitable delegation of resources.
  • Be responsible for the monitoring of Omnichannel queue work through the CRM Salesforce system
  • Escalate complex or potentially challenging cases to the PHL Operations Manager early, including all movement cases.
  • Maintain a clear line of communication with the PHL Operations Manager and provide regular feedback on the status of the workload
  • Work closely with the medical team members, medical leadership team, ensuring all medical cases are appropriately escalated
  • Act as operational contact to the TRICARE stakeholders (program management team, relationship managers, TRICARE Providers Support Services team) working closely with your Operations Manager, attending and participating in client meetings or conference calls where relevant.
  • Handle escalated calls, turning dissatisfied customers into satisfied customers wherever possible, and identifying customer service issues/trends, working with the Operations Manager to suggest and implement changes to address these.
  • Ensure comprehensive handover takes place when applicable between shifts. This will include liaising with the Senior Operations Manager and staff members to ensure they are aware of cases.
  • Ensure the compliance to HIPAA regulation is maintained at all time
  • Ensure TRICARE policy is applied and ensure all efforts are taken to avoid cost absorption
  • Ensure all KPI?s are supervised & managed to including all contractual agreements & timelines.
  • Work with the PHL Operations Manager to regularly review processes, ensuring efficiencies are maximised and work practices are continuously adjusted to achieve this.
  • Ensure continuity of service delivery through close case management and feedback, monitoring achievement of client and internal KPIs.
  • Work closely with the quality assurance Manager to ensure timely completion of remote call reviews and coaching
  • Actively participate in quality improvement meetings by reporting general observations, noteworthy events and trends in call reviews, coaching; provide background to support root cause analyses and suggest possible solutions to issues identified.
  • Participate in calibration meetings and live coaching of staff using the in-house call review systems and processes to maintain a high-quality customer service standard.

Key Responsibilities Cont'd

People Management
  • Conduct monthly remote call reviews, coaching sessions and feedback on individual and team performance to the PHL Operations Manager.
  • Conduct performance reviews
  • Assist with and be responsible for the direction of colleagues in relation to, but not restricted to, the cases.
  • Develop team members, ensuring their progress is closely monitored, with regular feedback given to each staff member on their performance, making good use of the range of available management information systems
  • Supervise all staff on shift, providing regular feedback to the PHL Operations Manager on the performance of all staff whether directly line managed or not, but also engaging these staff members with regular feedback
  • Establish responsive relationships both within International SOS and externally.
  • Set an example to others and share best practice.
  • Work harmoniously with colleagues and other Assistance Centres and maintain a safe and comfortable working environment by ensuring that shared workstations are kept clean and tidy at all times.
  • Act as a mentor for more junior staff in all areas of client knowledge and assist with new colleagues? training.
  • Identify training needs and provide support with preparing and presenting short on-the-floor training sessions.
  • Consistently demonstrate the company values; work within and promote all International SOS? policies and procedures; conform to International SOS internal guidelines and standards.
  • Attend training and meetings as and when required. There may be a necessity for these to be outside normal working times for which time in lieu would be provided
  • Actively develop own skills, knowledge and an area of personal interest to improve personal performance and add value to the platform.
  • Effectively manage and communicate workload and movements to the line manager.
  • Maintain clear and accurate records, consistently displaying due diligence and attention to detail.
  • Deputise for the Senior Customer Service Executives in their absence if requested
  • Carry out any other reasonable duties as requested by the PHL Operations manager.

Required Qualifications

Required Qualifications (Brief description of the educational background needed to perform the job)
  • Bachelor?s degree highly preferred
  • Must be able to obtain interim Tier 3/ Level II IT Security Clearance as a US Citizen and maintain full Tier 3/ Level II IT Security Clearance (previously referred to as ADP II Clearance) upon offer acceptance and throughout employment

Required Languages
(Brief description of the language skills needed to perform the job)
  • Excellent written and spoken English
  • Spanish highly preferred but not required

Travel / Rotation Requirements
(Brief description of any travel or rotation requirements)
  • Business hours may require weekly overnight rotational scheduling and or weekend scheduling based on the business need.
  • On-call duties may apply.

This job description outlines the types of responsibilities the incumbent is required to perform.
The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review.

International SOS Government Services, Inc. require all prospective employees to be fully vaccinated against COVID- 19, where allowed by law.

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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