Medical Coordination Centre Supervisor at West African Resources

Key Job Roles

• Provide Supervisory role or oversight on Medical Coordination Centre Operators on duty
• Implementation of all Medical Coordination Centre (MCC) Polices and Procedure and notification of all staff of any changes
• Conduct routine internal audits on emergency calls and emails (“assist domain”).
• Compilation of monthly reports and operational statistics clinic manager and finance department.
• Compile daily operations activities and present at morning meeting and close of day transmission
• Ensure guarantee of payments (GOP) are placed at third party facilities for cooperate client and insurance case.
• Ensure GOPs are confirmed and received from international insurance cases and also for clients for medical assistance cases (treatment & procedures, diagnostics, hospital admission, ground ambulance transports, air medical evacuation and medical escorts.)
• Verification of all third-party referrals and insurance assistance invoices coordinated through prior to processing for payment
• Monitoring of calls and email correspondences and ensuring that client needs are delivered to in a timely manner
• Support team to address challenging customer issues and complaint and escalate to clinic manager or SMO Assistance ASAP.
• Work closely with other team leaders, Emergency Medical System (EMS) manager, Senior Medical Officer for the clinic, Nurse manager, Occupational Health doctor to assist clients needs in a timely fashion.
• Coordination of in country and West African air medical evacuation between our aviation partners and internal EMS team.
• Oversight all international air medical evacuations by providing effective coordination and assistance to achieve a seamless service.
• Provide quotes for services in line with MCC services quoting guidelines
• Manages clinic driver’s daily schedule.
• Booking and coordination of ambulance stand by.
• Coordination of offshore medevacs and ensuring updated MERPs are in place.
• Coordinate and approve drills dates from the client and provide feedback drill reports.
• Regular quality checks on, incomes, handover sheet, e-mails.
• Timely medical updates sent out to relevant persons/party.
• Following up on medical reports for insurance cases and hospitalisations monitoring of Manage-med for over bookings or incorrect bookings.
• Ensure that customer’s questions and problems are resolved properly and quickly.
• Strive to provide all customers with an outstanding customer experience ensure all staff adhere to this goal
• Stay informed of all new members/services and ensure that agents are properly trained to handle questions about any of them. Be sure to communicate any changes you may learn to all relevant parties including the extended medical team when necessary.

Administrative Duties

• Create monthly MCC roster and sharing that with the team, Clinic Manager and HR
• Follow up annually with Account managers to update cooperate client’s authorisation persons.
• Attend monthly clinical governance calls and team leaders’ meetings.
• Monitor the team of operator’s job performance and annual appraisals.
• Orientation and introductory training for new operators.
• Report, analyse and resolve system, and operational issues (internet and hotlines) that impact service quality.
• Regular training and development of operators, first aid, implementing changes, etc.
• Build, establish and maintain open lines of communication with third party facilities and other vendors used by MCC.
• Build and maintain a positive working environment that attracts and retains high quality of staff.

Qualification, Experience and Skills

• A minimum of Bachelor’s degree in Nursing or Public Health or Physician Assistantship. Or a degree in Emergency Medical Technician Paramedic (EMT-P)
• Minimum of three (3) years of experience in a relevant field or the medical industry of some kind.
• Worked in an emergency dispatch or response call centre.
• Worked as a Triage Nurse.
• Excellent communication skills
• Multi-tasking skills
• English fluency is required in speaking and writing
• French speaking skills is a strong advantage