A. Overall Purpose Of The Job (Brief description of the primary purpose of this position) The TOP Provider Network Manager role is a frontline, customer centric role responsible for managing relationships with key stakeholders externally and internally. 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, Technical teams, Operations teams and International SOS local Network Services Managers to ensure a service delivery and overall Beneficiary satisfaction with the TRICARE Overseas Program and International SOS support services.
The TOP Provider Network Manager is responsible for supporting the relationships of strategically selected Host Nation Providers to the TOP Network. This involves providing support for participating providers to fulfil on the requirements of the program and ensuring they are satisfied with the agreed processes for Medical Records collection.
This role requires a customer centric focus, a good process and operational understanding and ability to learn and teach stakeholders on TOP systems and processes, and the ability to work together with senior provider and client stakeholders and influence provider and stakeholder decisions.
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, Technical teams, Operations teams and International SOS local Network Services
B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
- Lead, coordinate and drive the overall contractual KPI deliverables for MTF and Network engagement, including medical records collections, network services and availability
. • Oversee all TOP Prime Remote network services and activities in Guam, the Commonwealth of Northern Marina Islands and Federated States of Micronesia
. • Maintain and strengthen relationships with TAO/ MTF/DOS leadership and relevant stakeholders as well as host nation providers by means of Identifying and communicating client needs in a timely manner as well as providing suitable resolution within contractual terms in coordination with the Oceania Regional Lead
. • Manage new provider partnerships and ensuring a comprehensive understanding of the provider preferences and their participation under the TOP program. • Deliver periodic status reports to internal and external clients. 2
- Educate on TOP Policy and any self-service mechanisms available for stakeholders in the provision of medical records.
- Provide ongoing provider support through issue resolution and customer service in the provision of medical records
. • Manage day-to-day relationships and region-specific needs of assigned Area of Responsibility (AOR)
. • Take an active part in the ongoing evolution of International SOS TOP Provider Network services
. • Engage with providers and key client points of contact to understand, analyze, document and influence the direction of the TOP Provider Network Function and self-service enhancements
- Identify key problem areas of client and / or provider concerns and coordinate resolution. • Provide feedback and input to provider support materials
. • Provide ongoing support and education to above mentioned stakeholders on TOP Policy, processes, and any self-service mechanisms in place
. • Strive to represent both voice of customer and voice of business by means of analyzing and documenting client feedback thus influencing the direction of the TOP Provider Network Function
. • Develop a solid understanding of the value-added proposition offered by the TOP program to promote maximum utilization of the various benefits available including but not limited to utilization of in network host nation providers, medical capability reports and digital capabilities available for stakeholders
. • Work within and promote all International SOS’s policies and procedures. • Carry out any other reasonable duties as requested by the line manager
. • Work at other Intl.SOS locations as and when required
. • Work flexible hours as appropriate to the needs of the post.
- Actively ensures expenses remain within budget
Job Profile Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)
- Self-starter, self-driven to deliver results
- Ability to establish and maintain relationships with clients / providers / suppliers and cross departmental team members
- Ability to document requirements in a clear and concise manner
- Ability to work across business unit teams to achieve results
- Ability to project a professional image and communicate concepts and issues at a level appropriate to the audience
- Excellent written and verbal communication skills required
- Commitment to excellence, team, and team building
- Commitment to provide a high level of service to customers
- Innovative, creative problem solver with an eye for detail and accuracy.
- Excellent communication skills (oral, written, and listening)
. • Excellent organization skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities
. • Familiarity with claims processes, International Healthcare management an advantage Required Competencies (Critical behaviors necessary to successfully perform the job)
- Delivering Results & Meeting Customer Expectations: Focuses on customer needs and satisfaction; Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Works in a systematic, methodical and orderly way; consistently achieves project goals
. • Coping with Pressure & Setbacks: Works productively in a pressurized environment; Keeps emotions under control during difficult situations; Balances the demands of a work life and a personal life; Maintains a positive outlook at work; Handles criticism well and learns from it
. • Persuading & Influencing: Makes a strong personal impression on others; Gains clear agreement and commitment from others by persuading, convincing and negotiating; Promotes ideas on behalf of self or others; Makes effective use of political processes to influence and persuade others.
- Analyzing: Analyses numerical data, verbal data and all other sources of information; Breaks information into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgements from the available information and analysis; Produces workable solutions to a range of problems; Demonstrates an understanding of how one issue may be a part of a much larger system. 3
- Presenting & Communicating Information: Speaks clearly and fluently; Expresses opinions, information and key points of an argument clearly; Makes presentations and undertakes public speaking with skill and confidence; Responds quickly to the needs of an audience and to their reactions and feedback; Projects credibility. Required Work Experience (Brief description of the job-related experience needed to perform the job)
- 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 a plus
- Familiarity with healthcare standards in AOR. Required Qualifications (Brief description of the educational background needed to perform the job)
- Bachelor’s degree, equivalent or qualification by experience
- Post graduate degree an advantage Required Languages (Brief description of the language skills needed to perform the job)
- Highly proficient in English (written and verbal) Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
- Travel up to 50% of the time (local travel)
- Driver’s license required
Job Type: Full-time
Pay: $22.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Application Question(s):
- Do you live in Guam, this is a must.
Work Location: On the road