Client Relationship Lead, Japan

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

A TRICARE Overseas Program (TOP) Client Relationship Lead is the principal Client Manager with responsibility for managing the client relationship with key stakeholders to ensure seamless/efficient service delivery and overall beneficiary satisfaction with the TRICARE Overseas Program.

May be located in an International SOS office or home-based, with frequent travel to Military Treatment Facilities, Military Bases and other Remote TOP Dedicated Network Site locations

Key responsibilities

• Lead, coordinate and drive the overall contractual KPI deliverables for Military Treatment Facilities (MTF) (or other local Military Units, i.e. in remote locations) engagement, including regular contractual and non-contractual meetings/exchange, coordination of collaboration across all client and TOP stakeholders, securing access to care, contractual provider availability and network services, medical records collections, claims handling, beneficiary services.
• Oversight and support in the coordination of execution of all tasks that impact the MTF (or local Military Unit, i.e. in remote locations) through in-country personnel (clinical/non-clinical) in the Area of Responsibility (AOR).
• Maintain and strengthen relationships with all levels of MTF (or Military Unit) POC’s (military/civilian) and leadership, other military stakeholders (such as Regional Leadership/TAO) and relevant host nation Provider (PSP) stakeholders by means of identifying and communicating client needs in a timely manner, engaging the necessary support and resources, as well as providing suitable resolution within contractual terms.
• Provide ongoing support and education to above mentioned stakeholders on TOP Policy, processes, and any self-service mechanisms in place.
• Ensure the MTF or Military Units/Clinics have access to the contractually required Host Nation Network, by identifying the right providers, and by engaging the execution of the internal teams to onboard and manage the network both clinically and administratively.
• Develop a good understanding of internal operations by means of collaboration with cross functional teams and support the seamless execution of all contractual aspects through other departments and teams, such as the Provider engagement, Claims Management, Network Services, Medical Management, Quality, etc.
• Represent voice of both customer and business by means of analysing and documenting client feedback thus influencing the direction of the Program.
• 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 tools available for stakeholders.
• Identify business opportunities and share best practices amongst colleagues and stakeholders.
  

About you

• Preferably healthcare, medical assistance, government contracted services, financial services/insurance, or consumer goods background, C2C, B2C experiences
• Significant Account Management experience and/or managing complex client programs required
• U.S. Military overseas experience required
• Healthcare Administration experience preferred
• Bachelor's degree
• Excellent English language skills
• People leadership, influencing and organizational skills
• Strong analytical capabilities
• Self-motivated problem solver
  

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.