Senior Health Administration Executive - OH Reports

  • Full-time

Company Description

Iqarus has a proud history, extending over 40 years, of delivering fully-integrated healthcare solutions in complex and demanding operating environments. We operate across the medical spectrum from primary care and occupational health, to advanced pre-hospital trauma care, through to full scale laboratory, radiological, diagnostic and surgical capabilities. Our approach projects the highest standards of clinical care into the environments in which we operate, through a combination of local knowledge, multinational medical staff, integrated global clinical governance, training and medical supply. Our highly-skilled operational teams deliver frontline and preventative services to mitigate health risk and help organisations keep their workforces safe, healthy, resilient and productive. By increasing the quality, simplicity and efficiency of health delivery we enhance our clients’ return on investment in health and in many instances, help elevate social and/or humanitarian objectives too. Our clients include multinationals and SMEs, governments, non-governmental organisations, supra-nationals, and non-governmental organisations.

Job Description

Accountabilities

Support the Post-Clinical team to deliver customer services and meet team and company KPI’s by providing a first point of escalation for all queries

 

Support the management team in the day-to-day resource management of the Post-Clinical Team including but not limited to:

 

·       Rota management and daily workload

·       Team addresses where necessary by way of 'stand-up'

·       Attendance at morning meetings, when required, with senior management to address daily priorities and ensuing these are dealt with over the course of the working day

·       Running and issuing team reports where necessary

·       Ensuring maintenance of client trackers in accordance with client expectations

·       Maintain a close working relationship with internal stakeholders including participating In daily 'priorities' meeting with account managers

 

 

 

 

 

 

 

 

 

 

                                                                      

1    Main Duties

Client Relationship

·       Investigate and resolve escalated complaints within the Customer Service Team in adherence to Iqarus processes and continuous service improvement plans

·       To take responsibility for strict adherence to the Iqarus confidentiality and Data Protection processes

·       To ensure that all activities related to the contract delivery are in line with Company compliance policy

·       Delivery of services in line with client contracts and expectations

·       Have a strong understanding of our clients business, and the industry in which they operate

·       Be a strong team player, liaising with all departments and teams within Iqarus on a daily basis

·       Confident and professional manner when dealing with sub-contractors and external suppliers to ensure business needs are met

·       Adhere to internal processes, ensuring accurate and timely information is recorded in order to process medical results in line with SLA’s

·       Maintain medical and customer confidentiality at all times

·       Deliver a quality service to all Iqarus clients

·       Understand scope of contract and agreed customer SLA’s and KPI’s and build relationships with clients to ensure a smooth service delivery

·       Attend and participate in internal and external client review meetings

·       Undertake any action points allocated to you and deliver to timeframe specified by Contract Manager

·       Participate in any investigation as required by the Contract Manager

·       Resolve any service issues in a timely manner and escalating to management where appropriate

·       Any other duties as required by management and within the competency of the post holder

 

Administration

·       Organise and prioritise individual workload to meet SLAs through ongoing electronic mailbox management

·       Adhering to the Iqarus Inbox Management Procedure

·       Arranging medical appointments in the clinic diaries and where we need to use third party providers, ensuring that the clinics have all the information and paperwork required to carry out a seamless service

·       Liaising with internal departments to organise work to be carried out at client sites and out of hours medicals

·       Administration, including processing medical appointments, quotes, purchase orders and medical supply orders

·       Adhere to, and maintain internal systems to deliver services to our clients

·       Adhere to Iqarus Data Protection at all times

·       Scan documents in line with Iqarus policy

·       Audit and review client Management Information, identify and rectify any discrepancies

·       Responsibility for the promotion of a Healthy, Safe and Environmentally Friendly working environment within your area and participation in the promotion and development of Health, Safety and Environment policies and procedures within the wider business

Supplier Management

·       Log and monitor any service delivery issues in the Iqarus HSEQ system

·       Identify areas where new suppliers are required to allow Iqarus to deliver services to clients

 

Financial

·       Assisting with financial queries and bad debts

·       Ensure all billing is in line with the contract structure and that all charges are being correctly applied and in a timely manner

·       Ensure billing information is accurate on eCW

·       Resolving any issues and escalating to the Finance Team as appropriate

·       Ensure our third-party providers are adhering to agreed pricing structures and escalating issues to management when required

·       Understanding Doctors’ requests for specific specialist testing and sourcing appropriate facilities where these can be carried our e.g. Bruce Protocol, X Rays, Smear Testing and functional capacity evaluation

·       Assist with the collation of quotes and information in relation to bid preparation as requested

 

 

Senior Duties

 

·       Primary escalation point for the Post-Clinical Team for all OH Report queries and issues, ensuring the team is equipped to provide service in line with contract requirements.       

·       Management of daily OH Report Tracker

·       Management of End-to-End OH Report and associated procedures

·       Primary escalation point for the Client Relationship Management Team for all issues

·       Work with the Onshore Operations Support Manager to deliver training and coaching to the Post-clinical Team

·       Line Management of Health Administrators

·       Lead on training all new starts within the Post-Clinical Team on OH Reports, GP and Specialist Reports

 

Qualifications

·       Ability to demonstrate commercial awareness

·       Good numerical skills

·       Budget and cost control experience desired but not essential

·       Experience of working with a customer service environment, preferably within the Oil & Gas industry

·       Excellent communication skills both written and verbal

·       Excellent telephone manner

·       Strong attention to detail

·       IT literate – Word, Excel, Powerpoint and Outlook

·       Ability to organise and prioritise workload be pro-active

·       Flexible and resilient with ability to manage conflict

·       Approachable and responsive to change

·       Excellent team player with the ability to converse with people at all levels

·       Ability to quickly learn new systems and processes

·       Experience of working in a team environment and within a similar role

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