Program Manager

Purpose of the Job

The Program Manager – Medical Services (Bengaluru), the overall purpose includes but not limited to:

• Lead the delivery of key Programs, encompassing multiple sites designated by the client.
• Assist the Medical team in the implementation and the delivery of global and Integrated Health Program.
• Lead on all customers interface, Contract Project Management, liaise and coordinate with Client key stakeholders and internally, ensuring all standards and metrics of our delivery are upheld and in compliance to our contracts.  
• Coordinate regular performance and business review meetings with Clients and participate in weekly and monthly internal or external meetings, conference calls and webinars.
• Coordinate and communicate operational requirements, propose modifications and ensure the implementation of the services committed by the team to drive efficiencies and success in the delivery of Client services.
• Drive strong relationship with third party providers who would be supporting the delivery of some aspects related to the health program contracts.

Key Responsibilities

Client Management

• Develop an understanding of the contractual agreements and work with the Operations, & Sales and Marketing teams to ensure that relationships with clients are, at all times, positive and consistent with the contractual obligations.
• Develop and maintain ongoing relationship with clients QHSE, HR, Compensation & Benefits, Risk Management departments.
• Act as main point of contact during the implementation of a program, develop a project plan and ensure full execution across the various stakeholders
• In conjunction with the Medical and Sales departments, ensure regular visits as required by Client clients, evaluate their needs and ensure the coordination of quarterly analytical reports.
• Together with the Medical and Sales teams, interact with the other functions to strengthen and leverage from Global Footprint in the delivery of services to clients.
• Manage the collection, collation and processing of data for statistical reporting.

Management and Administration:

• To assist the medical team to review and refine the delivery of health program Solutions to Clients.
• Consolidate monthly reporting, coordination with the team to generate and overarching executive summary with recommendations.
• Proactively raise issues regarding operation and delivery to Operations Manager
• Coordinate the contract through leveraging Third Party Providers and contractors.
• Ensure that the delivery of services is in line with specific standards.
• Ensure that all staff delivering services have completed the appropriate training courses as determined by the client program.
• Facilitate effective positive teamwork and clear channels of communication both internally and externally.
• Manage recommendations for continuing the improvement of our program, products and solutions

Quality

• Assist the CMO and Operations teams.
• To ensure that all operational delivery of our health, wellness and patient care performed by Client or third parties meet the appropriate standard of medical quality in accordance with guidelines and standards
• Coordinate complex cases through to management team.
• To support quality assurance programs and support all involved providers or contractors through regular audits.
• To support the patient quality assessment process with follow up action as necessary.

Occupational Health & Safety Responsibilites

• Participate in the development and maintenance of a safe and healthy workplace.
• Undertake all mandatory OH&S training as required.
• Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures.
• Co-operate with management in its fulfilment of its legislative obligations.
• Take reasonable care to ensure their own health and safety and the safety of others.
• Report any injury, hazard or illness to their supervisor as soon as possible.
• Take active participation in the monthly Regional OH&S Committee meetings.
• In case of the absence of the Country OH&S Leader, report Country OH&S activities for the reporting month/year.

Required Competencies

Presenting & Communicating information:

• Speaks clearly and fluently
• Expresses opinions
• Information and key points of an argument clearly
• Makes presentations and undertakes public speaking with skill and confidence
• Responds quickly to the needs of an audience and to their reactions and feedback
• Projects credibility.

Relating & Networking:

• Establishes good relationships with customers and staff, , Work effectively with medical and non-medical staff
• Builds wide and effective networks of contacts inside and outside the organization;
• Relates well to people at all levels
• Manages conflict
• Uses humor appropriately to enhance relationships with others.

Planning & Organizing:

• Experience Project Management,
• Sets clearly defined deliverables in compliance to contract terms
• Plans activities and projects well in advance and takes account of possible changing circumstances;
• Identifies and organizes resources needed to accomplish tasks;
• Monitors performance against deadlines and milestones.

Delivering Results & Meeting Customer Expectations:

• Focuses on customer needs and satisfaction;
• Effective both strategically and at hands-on operations level
• Sets high standards for quality and quantity;
• Monitors and maintains quality and productivity;
• Works in a systematic, methodical and orderly way;
• Consistently achieves project goals.

Writing & Reporting:

• Writes clearly, succinctly and correctly;
• Writes convincingly in an engaging and expressive manner;
• Structures information to meet the needs and understanding of the intended audience.

Adapting & Responding to Change:

• Adapts to changing circumstances;
• Accepts new ideas and change initiatives;
• Adapts interpersonal style to suit different people or situations;
• Deals with ambiguity, making positive use of the opportunities it presents.