About the company : 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.
Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGOs, and governments around the world.
About the role : As a Research Coordinator, Medical you will be responsible for the research, case management, and submission of requests delivered through the European Union Agency for Asylum (EUAA) contract.
Your main focus will be on: Assisting with the development and maintenance of an information retention database populated with data acquired during EUAA case research.
Assisting with ad-hoc requests to support a surge in demand and other non-standard related assistance requests as required.
Key responsibilities: Daily management of the inbound and ongoing case requests sent under the EUAA contract according to the EUAA Standard Operating Procedure.
Research and acquire information in order to submit requests within the deadlines.
Be responsible for compiling final responses, obtaining medical approval, and uploading submissions to the client portal.
Support the EUAA Nurse with any client-facing engagement for the EUAA contract.
Be accessible and responsive to client's questions and requests for information.
Development and maintenance of an information retention database populated with data acquired during EUAA case research.
Utilise multiple information sources in order to fulfil research requests and external providers.
Data analysis and providing regular insights, reports on operational activity drivers and opportunities for process efficiencies.
Quality control of deadline targets and content of information provided, including identification of any trends and quality improvement initiatives.
Develop a consistent response format that is informative, objective, and professional.
Work closely with the medical team in London and medical & operational counterparts in other Assistance Centres to source information working towards tight deadlines.
Develop ongoing relationships both internally and externally, in order to improve response rates and case management efficiencies.
Collation of new information on medical providers and facilities encountered and transfer of this information to the Network Services team.
Support the Assistance Centre with other case management in surge in demand.
Assist with non-standard requests such as location briefings/capability queries/pre-travel requests and liaising with the medical team/Medical Services for any input.
Maintain clear and accurate records, consistently displaying due diligence and attention to detail.
Maintain confidentiality of all client information.
Ability to provide outstanding customer service to clients and proactively identify the need for service recovery with escalation to senior management in a timebound manner.
To be on duty for the London Assistance Centre during scheduled shift hours and be accountable for your workload and movements to your line manager.
About you: Excellent organisation and planning skills.
Strong MS Office, Outlook, and Teams skills.
Analytical skills.
Strong communication, interpersonal, negotiation, and presentation skills.
Customer service skills.
Excellent written and verbal communication skills.
Previous experience in a healthcare environment is desirable.
International experience is desirable.
Any health-related degree/vocational qualification: nursing, pharmacy, public health, occupational health, global health.
Master's in public health or related postgraduate degree is desirable.
Strong verbal and written English language skills are essential.
Fluent in French or Spanish essential, fluent in both Spanish and French desirable, fluency in other languages is an advantage.
Benefits: Matrixed, international, and multicultural environment.
Annual bonus on objectives (up to 100% of the gross monthly salary).
Meal voucher: 8€ per day.
Private health insurance.
Tax Benefits: public transport ticket and childcare.
Flexible working hours.
Hybrid working: 2 days per week after probation period.
Fresh fruit in the office.
Health and Wellbeing program.
Great location: Cuzco (Paseo de la Castellana, Madrid).
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 2021.
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