Research Coordinator, Medical in Neu-Isenburg bei International SOS

About the role

As a Research Coordinator, Medical (m/f/d) 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. and Assisting with ad-hoc requests to support a surge in demand and other non-standard related assistance requests as required.

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, NGO’s and governments around the world.

Key responsibilities

• Daily management of the inbound and on-going 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.
• To 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 of in order to fulfil research requests (SPIN, other AC’s, Medical Services, MInA Team, Internal (i.e. clinics) 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 on-going 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/ MInA/ 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

• Master’s in public health or related postgraduate degree is desirable
• Any health-related degree / vocational qualification: nursing, pharmacy, public health, occupational health, global health
• Previous experience in a healthcare environment is desirable
• Excellent Organisation and planning skills
• Strong verbal and written English language skills are essential
• Fluency in other languages is an advantage
• Strong communication, interpersonal, negotiation and presentation skills
• Strong MS Office, Outlook and Teams skills
• Analytical skills
• Customer service skills
• International experience is desirable

Benefits

• An attractive salary and other benefits such as employee discounts, monthly shopping voucher, Wellpass, etc.
• Flexible working hours
• Collegial atmosphere
• Internationally and interculturally oriented activities with constantly new challenges from a market-leading company

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