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. International SOS Government Services administers the TRICARE Overseas Program providing high-quality, accessible health care services for U.S. Military service members, family members, retirees, and other eligible beneficiaries overseas.About the role We are currently looking for a Healthcare Customer Service Coordinator (known internally as a Near Patient Host National Coordinator) to be based in Constanta, Romania. This crucial role will be processing medical information between healthcare providers as well as provide assistance and customer service to key TRICARE stakeholders by maintaining high standards of professionalism, compassion and attention to case management detail. In addition, this role will receive medical referrals and perform benefit reviews that do not require any medical opinions plus authorize care and serve as the collector of medical records for outpatients and inpatients. This role will be remote and based from home with the occasional domestic travel to healthcare provider sites. The successful individual will be required to have a local driving license and access to a motor vehicle. Key responsibilities Handle cases and phone calls efficiently and per the TRICARE Overseas Program Standard Operations Procedures. Provide initial benefit review on all authorization requests and escalates to the Near Patient Nurse those authorization requests requiring a medical review. Ensure authorizations issued to providers are timely, accurate and appropriate for beneficiary medical needs within key performance indicators (KPI). Answer all incoming calls using the prescribed protocols transferring all medical calls to the Near Patient Lead Physician and/or Near Patient Nurse on duty. Ensure providers are selected from the clinical quality optimized TOP Provider Network. Contact the selected provider and arrange the most suitable appointment date and time, including verifying that a health care provider saw the patient. Coordinate the retrieval of medical records with healthcare providers and process the medical records in accordance with Medical Records Collection SOPs Use the CRM Software Management application for all case management, in/out-bound tasks and actions per operating procedures. Maintain the transmission document in a clear, accurate and concise format with the correct plan of action for handovers ensuring the Near Patient Medical Team are aware of medical records and actions. About you Customer Service within a matrix organisation Travel or Study Abroad Experience (Studies, Personal, Volunteer) preferred Previous Professional Work Experience after or during College: Financial, Translation, Education, Non-Governmental Organisations Previous administrative experience in a healthcare setting (doctor’s office, hospital, lab, etc.) Commensurate Security Clearance based on Host Nation requirements College Graduate Preferred Preferred Degree in: International Business, Language, Liberal Arts, Business Management Proficient in Web Browsing and Microsoft Office (Outlook and Word) Fluent English Fluent Romanian #LI-Hybrid #EuropeBenefits Warm, supportive, and open company culture Competitive salary and benefits An opportunity to thrive in a global environment Hybrid working 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 2023.
Healthcare Customer Service Coordinator in Constanţa
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