Scheduler, Qtc Va Program

**Overall Purpose of the Role**:
**_ At International SOS we work to protect global workforces from health and security threats. We make a meaningful impact every day by safeguarding people and saving lives worldwide, 24/7._**

To effectively and efficiently provide the day-to-day operational and administrative work effort required to deliver the WorkSafe services in line with client service agreements, while adhering to the WorkSafe policies and procedures. Ensure efficient and effective administrative co-ordination between the WorkSafe Administration team,, Providers, International SOS Assistance Centres and the Client.

**Key Responsibilities**:
**Case Management**
- Manage examination service requests (ESR) on behalf of the QTC VA Programme in line with the relevant operations procedure.
- Attend to all ESR requests in a timely and professional manner in co-ordination with QTC VA Programme Administrative Teams.
- Maintain clear and accurate case notes/records and data capturing within the relevant databases to ensure the case reflects the most up to date statuses.
- Ensure ESR’s (case) are billed appropriately and secure guarantees of payment/payment letter prior to service delivery to ensure billing department has all relevant information required to process provider invoices.
- Assist with the development of the network of service providers, by updating amendments to existing service provider details as well as new provider information and ensuring that it is escalated to the Global Accreditation Network department.
- Ensure medical and personal data confidentiality is maintained.
- Immediately act upon any omissions or service failures identified during the course of the ESR

management and ensure appropriate escalation procedures are followed.
Adherence to:

- Proficiency in ESR audits and call reviews scores,
- Adherence to log-in timeframes,
- ESR activity statistics and individual case Key Performance Indicators.

**Internal And External Communication And Relationship Management**
- Positively promote Intl. SOS to other organizations.
- Effectively manage and communicate workload and movements to line manager.
- Proactively follow up with both the employee and the Client within the agreed periods on each course of action scheduled during the ESR management.
- Adopt a team employee approach to ESR management / progression of a ESR via effective communication with the WorkSafe Team.

**Occupational Health and Safety Responsibilities**
- To attend training, coaching and meetings as and when required.
- There may be a necessity for these to be outside normal working times for which you would be paid overtime.
- To carry out any other reasonable duties as requested by your line manager.

**Occupational Health and Safety Responsibilities**
- Work safely to protect themselves and others from injury.
- Report any work hazards. Everyone in the workplace shares this responsibility equally.
- Undertake all mandatory training as required.
- Obey all health and safety procedures including correctly wearing all PPE provided.
- Report any workplace injury, illness or near misses. It is important to notify supervisors or employers of all injuries, no matter how insignificant they seem.
- Get to know emergency procedures and the location of the first aid kit and AED.
- Ask questions to check or clarify any issues relate to OH&S training, tasks or any issue that may affect safety in the workplace.

**Required Qualifications**:
**Required Skills and Knowledge** (Brief description of technical knowledge or skills needed to perform the job)
- Demonstrates accountability, confidentiality, and ability to handle client related queries.
- Working knowledge of Customer Relationship Management technology.
- Computer literate and proficient in the usage of computer software including Microsoft Outlook and Word, and experience working a database is preferable.
- Able to communicate at all levels.
- Problem Solving skills.
- General knowledge of world geography.

**Required Work Experience** (Brief description of the job-related experience needed to perform the job)
- Demonstrated understanding of working within a professional / general Customer Service focused environment - 1 years experience, preferably.
- Previous experience working in a customer centric/facing department.
- Experience within Intl. SOS advantageous.
- Or equivalent Military experience

**Required Qualifications** (Brief description of the educational background needed to perform the job)
- High School diploma or GED required
- College degree preferred

**Required Languages **(Brief description of the language skills needed to perform the job)
- Fluent, written and spoken English
- Fluent, written and spoken Spanish
- 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 in