International SOS

Role Description At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. The TOP Case Management Program Manager is an integral member of the TRICARE global Medical Team. The individual is responsible for managing the TOP Case Management Program to identify and support the management of the health care of individuals with high-cost conditions or with specific diseases or conditions for which evidence-based clinical management guidelines exist. The core and critical responsibilities of the role include: - Work collaboratively with superiors, peers, and other individuals in the completion of duties. - Ensure a high level of professionalism at all times when dealing with beneficiaries, colleagues, and TRICARE. - Ability to work within a remote team to actively drive a high level of service delivery. - Apply medical knowledge to high cost, unusual or complex requests for medical care. - Demonstrate written and oral communication skills to convey complex medical information. - Maintain an overview of any challenging or complaint cases and provide direction as required. Management of the TOP CMP - Establish, develop, standardize, and maintain quality of the TOP CMP. - Review all referred cases and provide determination regarding appropriateness of inclusion in the TOP CMP. - Allocate new cases to designated case managers for engagement and case management. - Monitor the case managers’ case assignment and workload distribution. - Hold regular meetings with the CMNs to facilitate case discussion and provide support. - Ensure TOP CMP cases are appropriately managed and provide case direction as required. - Promote and reinforce the need for evidence-based medical decision making. - Notify the MTF that the beneficiary has a qualifying diagnosis for case management. - Review and document case/cost savings due to the TOP CMP. - Work collaboratively with other business functions regarding identified billing and claims issues. Education - Provide TOP CMP induction and ongoing role specific education, support, coaching, and direction to the CMNs. - Provide TOP CMP education to other key stakeholders on an ad hoc basis. Client Interaction - Act as a subject matter expert regarding the TOP CMP. - Maintain a high level of client and procedural knowledge. - Participate in monthly TOP CMP case presentations to the TRICARE Area Office Medical Director/s and Nurses. - Present and participate in semi-annual surveillance audits. - Participate in any other client related duties as required. Reporting - Track and trend TRICARE beneficiaries who accept case management services. - Create and maintain dashboards within the CRM case management system. - Responsible for tracking, trending, and reporting of TOP CMP cases. - Act as the lead for the accurate and timely submission of the CDRL M010 – Monthly Case Management Report. - Support the completion and review of the annual CDRL – P050 Case Management Program Plan. - Assist with the preparation and/or presentation of other ad hoc reporting regarding the TOP CMP. - Act as the subject matter expert for the creation, review, and revision of Standard Operating Procedures (SOPs). Quality - Focus on quality-of-service delivery to ensure the highest possible levels are achieved. - Report to the TOP DoN the program progress, quality concerns, and submit feedback as needed. - Conduct internal and semi-annual surveillance audits of the TOP CMP. - Manage complaints in a professional manner, resolving them wherever possible. Other Duties - Work within a team and promote all International SOS & TRICARE policies and procedures. - Any other duties allocated by the TOP Director of Nursing and/or the TOP Head of Clinical Operations and Policy. - Work flexible hours as appropriate to the needs of the post. - Recognize limitations and areas of self-development through reflection. - Keep operational technical/functional skills and knowledge up to date. - Be responsible for own Continuing Professional Education. - Attend supervision, training, and departmental meetings as required. - Undertake accountability for workload. - Keep accurate records. Required Skills and Knowledge - Attention to detail. - Broad Medical Knowledge. - Effective communication skills. - Converses fluently in English. - Ability to provide clear and concise written updates in English. - Identifies and acts on potential problems. - Demonstrates appropriate listening skills. - Demonstrates effective problem-solving skills. - Able to work under pressure and prepare accurate reports. - Working knowledge of Microsoft Office applications. - Knowledge or familiarity with the TRICARE Overseas Program (preferred). - Positive motivation, encouragement, and influence skills. Required Competencies - Customer service oriented. - Empathetic and able to positively influence the customer journey experience. - Team player. - Has initiative, takes responsibility. - Ability to work independently. Required Qualifications - 3+ years clinical experience required. - US RN licensure required. - Nursing education qualification with maintained governance appropriate to country/body of qualification. - Case Management certification by recognized US body. - Managed care experience preferred. - TRICARE experience preferred. Required Languages - Excellent spoken and written English. - Additional language skills (particularly Spanish) are desirable, but not essential. Travel / Rotation Requirements - Flexible hours as appropriate to the needs of the post. - Ability to travel locally and internationally if required to support client and business functions preferred.

Role Description The Account Manager will work to achieve and exceed renewal and account extension targets, through the maintenance and expansion of relationships of assigned client accounts in the US Northeast region, and globally as required, with a focus in the Academic / Scholastic industry. The Account Manager will represent the entire range of company products and services to assigned clients, lead the client account planning cycle and ensure assigned clients’ needs, expectations and contractual obligations are met by the company. The Account Manager will collaborate with the various departments within the company group, including: - Medical Services Operations - Assistance Center Operations - Clinic Operations - Regional General Management - Director of Assistance - Regional Medical Directors The ultimate objective is to maintain a consistent approach and ensure full compliance to clients’ standards & requirements. Qualifications - Proven consultative / solution selling skills based on a recognized methodology such as Value Selling (SPIN) and Relationship Selling. - Strong relationship building skills; a natural networker with the ability to map out account plans and support upselling into assigned accounts. - Well-developed influencing and negotiating skills with the ability to motivate and influence internal and external clients to commit to buy and the drive to close sales. - Good strategic thinker with strong planning and organization skills who has the experience to develop solutions by adopting a consultative sales approach. - Excellent time management skills with the ability to successfully manage numerous projects simultaneously, including activity planning and pipeline management. - Strong individual who can work autonomously and within a team to deliver results. - Ability to research and successfully gather all the required / relevant information relating to a client, prospect and/or individual/contact to support each stage of the sales process. - Excellent numeric, written, oral communication and presentation skills. - Computer literate (MS Word, Excel, PowerPoint and CRM applications). - Cultural sensitivity and awareness; ability to work in a multi-lingual, multicultural environment where collaboration is the norm. - Ability to objectively assess own performance and implement self-development plans. Requirements - Proven experience in a sales / business development role with sales and gross profit responsibility and a track record of achievement. - Direct B2B solution/consultative selling experience in complex / service industry selling experience to an Academic/Scholastic client base. - Exposure to working in a cross-border engagement sales environment. - Previous working experience of selling to emerging markets is an advantage. - Prior working experience or demonstrable knowledge of offshore is an advantage. Benefits - Contribute to a global network dedicated to protecting people and organisations. - Dynamic and respectful workplace where expertise, innovation, and collaboration drive success. Company Description By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. - 13,000 experts - 1,200+ locations - 90 countries - 110+ languages Start your journey with us today. Apply now!

• Support the United States Department of Veterans Affairs (VA) South Texas Veterans Health Care System Care in the Community Service • Focus on patient access, appointment scheduling, consult processing, referral coordination • Screen and respond to telephone inquiries • Use required systems and tools including Microsoft Office

• Deliver polished, professional service via phone, email, and chat • Assist customers with travel-related, lifestyle loyalty program needs including guiding customers on how to get the most of their travel benefits • Book and manage customized travel for flights, hotels, and car rentals using GDS systems • Support members with cancellations, re-bookings, unexpected travel disruptions, and planning complex travel itineraries • The goal of this role is to provide professional, seamless customer experience with every interaction.

• Effectively use MYHR (SuccessFactors) systems to drive end-to-end talent acquisition process • Assist Recruitment Lead in utilizing various candidate sourcing channels • Conduct candidate pre-screens, behavioural interviews and background checks • Create offer letters and send with onboarding package via Docu-sign • Ensure “best practice” recruitment guidelines are administered throughout recruitment process

• Deliver polished, professional service via phone, email, and chat • Assist customers with travel-related, lifestyle loyalty program needs including guiding customers on how to get the most of their travel benefits • Book and manage customized travel for flights, hotels, and car rentals using GDS systems • Support members with cancellations, re-bookings, unexpected travel disruptions, and planning complex travel itineraries • The goal of this role is to provide professional, seamless customer experience with every interaction.

• Deliver polished, professional service via phone, email, and chat • Assist customers with travel-related, lifestyle loyalty program needs including guiding customers on how to get the most of their travel benefits • Book and manage customized travel for flights, hotels, and car rentals using GDS systems • Support members with cancellations, re-bookings, unexpected travel disruptions, and planning complex travel itineraries • The goal of this role is to provide professional, seamless customer experience with every interaction.

• Provide strategic leadership and oversight for large-scale, multi-region client programs across health and security consulting domains • Ensure delivery excellence, consistency, and alignment with client objectives and contractual commitments • Establish and maintain robust governance frameworks, including performance metrics, reporting, and escalation pathways • Lead program mobilization, implementation, and ongoing optimization • Oversee managed services engagements, ensuring delivery against agreed service levels, KPIs, and client expectations • Drive standardization and scalability of service delivery models across regions • Lead continuous improvement initiatives to enhance service quality, efficiency, and client value • Integrate digital tools and innovative delivery approaches where appropriate • Act as a trusted partner to senior client stakeholders, including HR, Risk, Health, Security, and Executive Leadership teams • Lead governance forums, including executive reviews and strategic planning sessions • Proactively identify client needs and position solutions that enhance resilience and duty of care outcomes • Support retention and growth of strategic accounts • Maintain accountability for program financial performance, including revenue, margin, and cost management • Support commercial activities including proposal development, pricing, and contract structuring • Ensure accurate forecasting and financial reporting • Work closely with medical, security, consulting, and operational teams across business lines and regions • Coordinate internal stakeholders to ensure seamless delivery of integrated solutions • Lead and develop high-performing, multi-disciplinary teams • Identify and manage operational and delivery risks across programs • Ensure adherence to regulatory, clinical, and organizational standards • Oversee incident management and ensure appropriate escalation and resolution • Contribute to the ongoing development of health and consulting solutions • Capture insights and best practices to inform continuous improvement and global standards • Support the evolution of managed services offerings in line with client needs and market trends

Role Description International SOS is the world's leading health and security services company. The Program Director – Health & Consulting Solutions plays a critical role in delivering on this mission by leading complex, multi-country programs that support clients in managing health, security, and organizational resilience risks. This role is accountable for the successful delivery and continuous evolution of integrated health and consulting solutions, including managed services, ensuring consistent, high-quality outcomes for clients operating in diverse and often high-risk environments. This is a remote position with occasional travel in the Americas Region. Essential Job Duties and Responsibilities - Program Leadership & Delivery - Provide strategic leadership and oversight for large-scale, multi-region client programs across health and security consulting domains. - Ensure delivery excellence, consistency, and alignment with client objectives and contractual commitments. - Establish and maintain robust governance frameworks, including performance metrics, reporting, and escalation pathways. - Lead program mobilization, implementation, and ongoing optimization. - Managed Services Leadership - Oversee managed services engagements, ensuring delivery against agreed service levels, KPIs, and client expectations. - Drive standardization and scalability of service delivery models across regions. - Lead continuous improvement initiatives to enhance service quality, efficiency, and client value. - Integrate digital tools and innovative delivery approaches where appropriate. - Client Engagement - Act as a trusted partner to senior client stakeholders, including HR, Risk, Health, Security, and Executive Leadership teams. - Lead governance forums, including executive reviews and strategic planning sessions. - Proactively identify client needs and position solutions that enhance resilience and duty of care outcomes. - Support retention and growth of strategic accounts. - Commercial & Financial Management - Maintain accountability for program financial performance, including revenue, margin, and cost management. - Support commercial activities including proposal development, pricing, and contract structuring. - Ensure accurate forecasting and financial reporting. - Cross-Functional Collaboration - Work closely with medical, security, consulting, and operational teams across business lines and regions. - Coordinate internal stakeholders to ensure seamless delivery of integrated solutions. - Lead and develop high-performing, multi-disciplinary teams. - Risk, Quality & Compliance - Identify and manage operational and delivery risks across programs. - Ensure adherence to regulatory, clinical, and organizational standards. - Oversee incident management and ensure appropriate escalation and resolution. - Innovation & Capability Development - Contribute to the ongoing development of health and consulting solutions. - Capture insights and best practices to inform continuous improvement and global standards. - Support the evolution of managed services offerings in line with client needs and market trends. Qualifications - Advanced degree (MBA or equivalent) desirable. - Fluent in English language, both written and verbal. Requirements - Significant experience (12+ years) in program management, consulting, or managed services within a global environment. - Proven track record delivering complex, multi-country programs for multinational clients. - Experience in health, security, risk, or consulting-related services. - Strong understanding of managed services models, service delivery frameworks, and performance management. - Demonstrated commercial acumen, including financial oversight and contract management. - Excellent stakeholder management and communication skills, with experience engaging senior leaders. - Ability to operate effectively in a matrixed, multicultural organization. - Familiarity with duty of care, workforce resilience, and risk management frameworks. Benefits - Contribute to a global network dedicated to protecting people and organisations. - Dynamic and respectful workplace where expertise, innovation, and collaboration drive success. - 13,000 experts | 1,200+ locations | 90 countries | 110+ languages.

• Act as Security Partner in US Northeast to support the Account Management and Business Development teams • Win significant new logos and strengthen current partnerships • Elevate Workforce Resilience programs and security consulting solutions • Coordinate with Business Development Managers and Account Managers • Act as subject matter expert during complex new business opportunities • Provide input to Security Consulting and Managed Services solution design • Develop and Drive Consulting & Solutions Growth • Collaborate on solution design • Actively participate and contribute to the distribution strategy • Advocate for US Northeast clients and provide local market insight