Billing Process Lead (French)

Responsible for fulfilling and executing cases with high standard customer service to operations, medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers.

As an International SOS team member, you are not only someone who works for us... you are one of the people who contribute to our success.

We are in the business of saving and protecting lives, when involved in medical or security situations. 

International SOS is a pioneer and leader in International Health & Security Risk Management. We have 13,000 security, medical, logistics and digital experts standing by to provide support and assistance from over 1,000 locations in 90 countries.

We have an exciting opportunity for you to join a unique and growing multinational company. This permanent position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.

With over 5,400 medical professionals, 26 assistance centres, 200 strong dedicated full time security team, 43 clinics and 104,400 accredited providers, we deliver invaluable local knowledge and expertise on a global scale.

Key responsibilities:

Service Delivery:

• Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
• Document all matters relating to these requests using the telecommunication and computer systems made available by the organisation.
• Reliably escalate cases and requests where required by company protocols.
• Monitor and manage the accounts receivable/billing-related inbox, promptly addressing and resolving queries and issues.
• Provide assistance to the Finance, Billing, and Client Services teams in addressing billing-related inquiries from both internal and external stakeholders.
• Chase and process provider invoices, ensuring accuracy and timeliness in payment processing
• Validate invoices against services rendered, ensuring accuracy and completeness before processing.
• Assist in the case closure process, verifying the correctness of fees charged and ensuring adherence to established fee templates.
• Issue and re-issue GOPs, including those for Tricare, adhering to established protocols and guidelines.
• Maintain and update relevant tracking sheets to efficiently monitor invoices, workload, and reimbursement requests.
• Manage Interco GOPs and ensure timely closure according to internal timelines and procedures.
• Open billing-specific cases as required, facilitating resolution and documentation of billing-related issues
• Communicate with clients regarding approvals, authorization increases, and inquiries related to payment
• Generate and provide support for client billing reports, ensuring accuracy and completeness of financial records
• Provide assistance centers with support related to Medical Escort Expenses and Mission Hours, as needed.
• Attend meetings as per agreements with relevant departments or assistance centers, providing updates on billing-related tasks and progress.
• Prepare and deliver weekly updates on the progress of tasks, highlighting achievements, challenges, and areas needing attention.
• Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
• Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
• Effectively manage and communicate workload and movements to the line manager.
• Forward relevant information to assist with the development of the network of service providers.