Country & Client Relationship Lead, South Korea, Tricare Overseas Program

About the role

The TRICARE Overseas Program (TOP) Client Relationship Lead is the principal Client Manager with responsibility for managing the client relationship with key stakeholders to ensure seamless/efficient service delivery and overall beneficiary satisfaction with the TRICARE Overseas Program. As the Administrative Manager, the role is responsible for ensuring team cohesion and positive working environment, working closely with functional managers to ensure contractual target delivery. This includes approval responsibilities such as leave approvals, expense approvals, and local budget control to maintain financial and operational efficiency.

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, 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 administrative management (except for Beneficiary Service Representatives), coordination and oversight of all TOP in-country personnel 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.
• Maintain oversight of BSR responsibilities at the MTFs in AOR (where available) and ensure tasks related to International SOS contractual KPIs have been met working closely with internal coordination resources and the Leidos team.
• 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.

Job Profile

Required Skills and Knowledge

• 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 (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

Required Work Experience

• 5-10 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

Required Qualifications 

• Bachelor’s Degree

Required Languages (Brief description of the language skills needed to perform the job)

• Excellent English skills (oral and written)
• Native language speaker in host nation language or highly proficient, optional

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• May be located in an International SOS office or home-based, with frequent travel to MTFs, Military Bases and other Remote TOP Dedicated Network Site locations.