International Care

Job Description

To deliver the international healthcare partnership operations and support healthcare partner projects in order to drive company strategy in healthcare partnerships.

Service Recovery

• ensure quality healthcare service for our members
• Conduct Outbound calls to follow up cases with members
• Receive Inbound calls from members and resolve their requests
• Rework any case that is medically justified, in alignment with the policy, to build trust with our members
• Maintain and update a daily database and tracker of all related members and issues raised
• Follow up on open cases to ensure optimal members recovery, referrals, and issue resolution
• Coordinate with International healthcare services and TPAs to provide medical requirements for members

Operational Excellence and Case Management

• Engage local and international Inpatient members and manage cases end to end to ensure optimum members recovery and issue resolution
• Maintain and update a database for the treating doctors in local and international hospitals for service delivery review in relation to customer experience
• Update medical reports, hospital acceptances and rejections of patients once they have completed their medical journey
• Communicate with hospitals to obtain details of future medical appointments and remain updated with patient medical journey progress
• Connect with members following treatment completion and facilitate any required services locally.

International Healthcare Service Excellence

• Ensure necessary transportation requirements for members to reach their appointment destination
• Maintain record of the member travel requirements for future references
• Book any appointments for patients internationally and locally when requested by member
• Meet member requirements with regards to location, time and treating physician
• Ensure the member has the best possible quality of care and satisfaction with their arrangements

Projects Support

• Support the delivery of international healthcare projects by engaging members on relevant healthcare initiatives launched
• Conduct International Health & Wellbeing trends research and communications for analysis

Skills

• Bachelor’s Degree MBBS
• International master degree in relevant areas is an advantage
• Certified Medical doctor is an advantage
• Clinical experience background
• Quality Management
• Service Delivery Skills
• Experience in Insurance Industry
• Experience in Case Management
• Experience Project Management
• Professional exposure in US/Europe/Canada preferred