Operations Manager

Essential Job Duties and Responsibilities:

The Tokyo-based Operations Manager, DOD Civilians is responsible for managing the team that act as the primary facilitator for the Japan-based claimants and medical providers under the DOD US Federal Employee Health Benefit (FEHB) Program. The team provides case management and medical provider liaison for these Civilian employees seeking to access health care services and treatment coverage under the health insurance policies of participating Carriers

Description:

• Manage the allocation of work for the Tokyo-based team, ensuring that resources are allocated to case management activity to ensure that services are delivered within the contracted timeframes.
• Be responsible for ensuring all service standards / KPI’s are met and ensures the teams in Manila, Tokyo and Philadelphia are consistently following the correct procedures and processes.
• Coach, support and develop members of the Tokyo-based team to ensure there is a collaborative team culture that is focussed on delivering the right service standards.
• Work collaboratively with the Tokyo-based Medical Director and broader medical team located in Tokyo, Manila and Philadelphia to ensure a high quality of medical care that aligns with the Civilian patient’s medical insurance benefits.
• Ensure that the only medical and associated costs guaranteed by the DOD Operations team are those covered and authorized under the Civilian patient’s health insurance policy.
• Lead the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
• Provide quality feedback to Operations Specialists to maintain and improve the quality of service delivery, including listening and reviewing calls and reviewing cases.
• Apply critical and creative thinking strategies to find productive solutions to issues.
• Ensure that the Head of Service Delivery leadership is regularly briefed on performance issues impacting the team.
• Execute the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Head of Service Delivery.
• Act as a first point of escalation for complex issues within the team.
• Participate in ad-hoc projects, taking the lead where appropriate.
• Maintain confidentiality of all patient and/or client information. Both International SOS and HIPAA/PII guidelines and regulations will be followed.
• Provide clear case direction to the team and serve as a technical expert on systems related issues.
• Ensure the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Assists with the management of the administrative aspects of the team of Operations Specialists.

Requirements

• Operations Manager or equivalent experience at a highly-proficient level.
• Relevant operations experience applicants preferred
• Ability to read, write and speak English
• Ability to read, write and speak Japanese
• Fluency or proficiency in any other language is advantageous but not a requirement
• College Graduate Preferred
  • Preferred Degree in: International Business, Language, Liberal Arts, Business Management
• Occasional domestic and or international travel may be required

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