Health Care Country Operations & Delivery Manager

Job Description

We are looking for an experienced Health Care Country Operations & Delivery Manager to have overall accountability for the successful execution of the TRICARE Program in our largest market, Germany and Benelux.

This individual will be managing all in-country medical and non-medical resources to ensure effective delivery of the TRICARE contractual deliverables and client (Defense Health Agency (DHA)), beneficiary and provider satisfaction is achieved. The Manager will oversee the governance and development of a strong and active relationship with the different Medical Treatment Facility executive leadership teams, the key healthcare partners in the network, as well as lead, coordinate, and drive the overall performance of the contractual delivery KPIs of the Near Patient Program, Medical Records Collection, Claims, Network Services, and the Beneficiary Service on-site delivery. The responsibility also includes budget oversight, people performance management and talent agendas.

Travel is a requirement for this role, especially domestic.

Essential Job Duties and Responsibilities

• Leadership and management of business operations, for non-clinical resources and administratively for clinical resources, ensuring service delivery excellence, contract compliance, program governance and continuity of operations is maintained to high level and contractual agreements 
• Proactive engagement responsibility for client stakeholder’s escalation resolution with respect to program execution, client meetings, operational service delivery requirements
• Oversight of Provider relationships, including contractual execution of access to care, medical records collection and translations, as well as claims submission 
• Operational management of all TRICARE clinical and non-clinical resources, ensuring appropriate staffing, successful recruitment, training, retention, and attrition policies in place and executed
• Working hand in hand with the respective country/program leads, fosters a robust working relationship with MTF leadership 
• Accountable for KPI and service delivery achievement for all TRICARE deliverables within MTF SORs, TOP Contract performance work statement and internal Intl SOS service standards
• Management lead for all internal In Country/Region issues related to TRICARE including Compliance, service delivery, data protection and adherence to all national/regional laws
• Closely communicates and collaborates with TRICARE Regional and in-Country Management to ensure contractual service delivery; proactively identifies problem areas and works to resolution satisfactory to the client and International SOS
• Ensures that TRICARE operations are productive, efficient, standardized and cost effective; hands-on operations – tactically and strategically to drive business initiates throughout Germany and Benelux

Qualification

• Background/experience in Managed healthcare, US Government contracted program, Financial Services/Insurance, Customer Service or FMCG with clearly achieved goals
• Able to work collaboratively within a matrix organization and comfortable with ambiguity
• Strong leadership and organizational skills
• Effective and experienced both operationally (action-oriented; hands-on) and at a strategic level
• Demonstrated confident data lead decision making
• Effectively balance client needs with commercial considerations
• Strong critical thinking and problem-solving skills
• Professional presentation and communication
• Strong critical thinking and problem-solving skills
• 10 years in General Management, preferably in Managed Healthcare/Insurance, FMCG, Customer/Client Services, Financial Services
• Worked/lived in Germany
• Prior work in, or with, US DoD Military Healthcare System preferred
• Bachelor’s degree minimum with post graduate study/qualification preferable
• Excellent English language skills (oral and written)
• High proficiency in German
• Other languages a plus