Cross Border Operations Coordinator

Summary

We are seeking a proactive and detail-oriented Cross Border Operations Coordinator to support our international operations by managing and facilitation communication and process between our Indonesia Team and local healthcare facilities. The ideal candidate will play a key role in ensuring seamless coordination of cross border medical cases and will uphold service excellence in a dynamic, multi-stakeholder environment.

Responsibilities

1. Liaison & Coordination

> Act as the primary point of contact between HMS cross border team and local providers to: 

• Ensure seamless communication and case handling, 
• Address issues, dispute, feedback, grievances or inquiries. 

> Work with internal teams to ensure seamless delivery in: 

• Onboarding and training of local service providers for cross border admission process & requirements, 
• Claim submission of cross border admission bill to HMS ID Team, 
• Claim settlement by HMS ID team in a timely for claim submitted by HMS MY team. 

> Cultural facilitation 

• Help bridge cultural and language differences to enhance patient and provider experience throughout the admission/medical journey. 

2. Relationship Management

• Build and maintain strong working relationships with HMS Cross Border Team and local service providers to enhance service delivery. 
• Troubleshoot and resolve issues or escalations in a timely and professional manner.

3. Case Management

• Manage cross-border patient cases from initiation to closure, including admission, medical documentation, and discharges while ensuring alignment with service level agreement to enhance overall client experience. 
• Provide support for stakeholders experiencing issues, ensuring quick resolution in coordination with relevant parties. 

4. Documentation Support

• Assist in preparing and/or reviewing documentation required for cross border admission based on overseas insurers' requirement.

5. Performance Monitoring

• Conduct due diligence on providers performances.
• Analyse providers’ performance on cross border admission requirement (E.g. Timely submission of GL request, timely reverting of medical queries, compliances on clients' requirement) based on feedback given, insights collected from clients and data from system.
• Create corrective action plan for underperforming providers and thus, increase panel compliance on cross border admission requirement, hence enhance overall client experience.

6. Reporting & Compliance

• Prepare periodic reports required by management. This includes but not limited to performance metrics, turnaround times, incidents/ dispute/ challenges arise.
• Ensure adherence to relevant data privacy and regulatory requirements across jurisdictions.

7. Process Improvement

• Identify gaps and inefficiencies in cross border coordination and propose improvement to streamline operations, enhance workflow and client experience.
• Support implementation of best practice for cross border healthcare management.

8. Others 

• Participate in project/initiatives related to cross border operations from time to time.
• Perform other related duties as assigned by line manager or other appropriate officer.
• Participate in business process improvement initiatives to support operational excellence.
• Ensuring compliance with all legal, statutory, and company affairs requirements on a timely basis.
• Contribute to an effective team environment by interacting professionally with all team members and providing development, support and assistance as required.
• Occasional travelling may be required.

Qualifications

• Bachelor’s degree in healthcare administration, Business, Communication, or related field.
• At least 2 years of experience in a coordination, client serving, or operations role, preferably in healthcare, insurance or medical assistance.
• Excellent verbal and written communication skills (Bahasa Indonesia is a plus point).
• Familiar with hospital operations, insurance workflow and medical terminology.
• Knowledge of cross border healthcare process or medical travel logistic is a plus.
• Strong interpersonal skills with cultural awareness and diplomacy.
• Experience in dealing with diverse stakeholders, including third party administrators, insurer and medical institutions.
• Demonstrate strong critical thinking and problem-solving skills.
• High attention to details and ability to manage multiple cases in a fast-paced environment.
• Ability to multitask.
• Excellent organizational and time management abilities.
• Ability to work independently while collaborating effectively with cross border teams.
• Tech-Savviness.