Client Relationship Lead, Japan

About the role

We are looking for a Client Relationship Lead to join our senior management team to act as the principal Client Manager with responsibility for managing the relationship with key client stakeholders to ensure seamless/efficient service delivery and overall beneficiary satisfaction with the TRICARE Overseas Program (TOP). This role is the equivalent to a Military Treatment Facility Commander level position or a Senior Military Program Advisor.

This individual must be an excellent networker, be able to build and maintain strong relationships with the ability to influence important stakeholders. 

This role 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 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, influencing 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.
• Participation in projects as required including but not limited to working with the Program Management, Provider Management, Clinical and non-clinical Quality, TPSS, as well as Operations teams to ensure a seamless service delivery and overall client satisfaction.
• 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

• 7-10 years in Account Management and/or managing complex client programs
• U.S Military experience overseas preferred
• Health Care Administration experience preferred
• Able to work with and within diverse cultures
• Bachelor’s Degree
• ‘Five Eyes’ Citizen
• Excellent English skills (oral and written)
• Client/Account management skills
• People leadership
• Influencing and organizational skills
• Strong interpersonal and EQ factors
• Strong analytical capabilities
• Self-motivated problem solver
• Comfortable with ambiguity and structural complexity
• Collaborative
• Cultural awareness & sensitivity (Japan, United States)
• Excellent communication skills
• Adaptable
• Background/experience in healthcare, medical assistance, government contracted services, financial services/insurance, or consumer goods background, C2C, B2C preferred
   

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Benefits

• Opportunities for progression and advancement
• Warm, supportive, and open company culture
• An opportunity to thrive in a global environment
• We celebrate diversity on a global scale and encourage every colleague to bring their personal best by creating an environment of inclusion and equal support