Job title: International Emergency Medical Assistance Doctor (Part-time)
Company: AXA
Job description: POSITION DETAILS
Position Title: International Emergency Medical Doctor
Department: IEMA
Location: Redhill Office
Role Type: Medical
POSITION SUMMARY
You will provide medical assistance and advice to customers / partners of AXA anywhere in the world. You will exercise cost control and awareness of insurance terms & conditions for AXA clients. You will assess customers’ needs and co-ordinate with the Medical Team to create appropriate/efficient Action Plans/Recommendations (escalation procedure in line with Medical Officer Agreement). You will carry out and co-ordinate worldwide repatriation of AXA customers. You will support the Head of Medical Services UK (HoMS) to ensure the highest standards of medical assistance is provided by leading our dedicated medical team in Redhill. You will act as local clinical expert performing triage of complex cases management and providing the medical team with high quality medical supervision of their work.
DIMENSIONS OF ROLE
As an assistance business, the successful and effective delivery of first class quality in all our services to customers will be fundamental to our ongoing success, focused on building and maintaining a service reputation that is recognised as world class, offering AXA key differentiation and competitive advantage. The jobholder must inspire confidence in all stakeholders inside and outside the business and champion the needs of our customers at all times.
- Medical Assistance areas support the needs of several million customers in UK and/or worldwide
- Medical Assistance areas work 24/7
- Medical Assistance area employs professionals across a range of skills who all provide a high standard of customer service
- Medical Assistance areas work to pre determine service standards regarding call handling, quality and productivity
- Report to Head of Medical Services UK (HoMS)
- Medical Assistance areas support the brand of many major organisations within the UK and of AXA.
KEY RESPONSIBILITIES
You are required to adhere at all times to all and any regulatory requirements that apply to AXA.
In the course of your duties, you are required to always consider the needs of the customer and how best you can serve them, for example always having regard to our requirements to treat our customers fairly
KRA 1 – To Deliver High Quality Customer Service
- Ensuring that the medical team are effectively processing medical assistance cases in accordance with the company’s procedures for international medical assistance:
– Directly supervises management of travel emergency cases * Involvement in the medical team’s daily case review meeting when on duty in the office.
- Obtain medical reports from the treating medical staff
- Serve as AXA Redhill and the patient advocate in the face of the treating physician
- Maintain medical confidentiality
- Respect cost control procedures
- Ensure that care is Evidence-based and respect standard medical and operational protocols
- Assessment of claims cases and medical costs where requested.
- Maintain timely patient records using appropriately the Case Management Systems – GWCC
- Answer calls adhering to standard response times, protocols and DPA etc.
- Ensuring the review of information on potential pre-existing medical conditions.
- Meeting the needs of clients by ensuring that patients, relatives and travelling companions receive reassurance and medical advice during the provision of medical assistance services, including direct
- contact with these customers where necessary.
- Providing support to operational teams through effective communication to co-ordinators and agents as required.
- Ensuring support for all team members on a consultative basis as required –including daily case reviews, support for claims department and any relevant matters.
- To participate in On-call cover for the Medical Team within office hours 0800 – 2000 hrs.
KRA 2 – Effective Communication and interaction with colleagues
- Part of the Medical Management team, reporting to the Head of Medical Services
- Working as part of a multi skilled team amongst both medical and non-medical colleagues
- Liaising with medical officers of other AXA offices to provide effective case management, especially our colleagues in the Acute Care Centres (ACC) and other AXA entities
- Attendance at internal operational and medical meetings as required
- Representation of the UK Medical Team when the Head of Medical Services is not available
- Provision of medical case advice to colleagues both in person and over the telephone
- Display a cooperative and enabling attitude to colleagues.
KRA 4 – To work as an Effective Team Member
- Understand and demonstrate the culture and values within AXA
- Work within the Redhill Medical Team – Team Agreement
- Proactively organize daily work, breaks and handovers
- Support and help colleagues
- Build effective communication skills with colleagues and managers
- Ensure individual medical skills and knowledge are kept up to date and identify training.
Qualifications
SKILLS AND EXPERIENCE
Essential professional criteria
You currently hold a license to practice in the UK with the GMC and you have at least 10 years post registration experience. You have evidence of current professional registration with the BMA and a minimum five years in Critical Setting – Intensivist, Anaesthesia, Emergency Medicine, Internal Medicine/Surgery with critical care experience.
Essential Qualities
- An experienced, self-motivated professional person with a high level of customer focus.
- I.T. skills, including Word, Excel & PowerPoint.
- Excellent organisational skills.
- Adaptability and able to work under pressure.
- A commitment to the development of the company through setting high standards.
- Commercial acumen.
- A willingness to undertake new challenges, and work across functions under own initiative.
- To act as a change agent and be an influencer to achieve business targets.
- Excellent customer service skills
- Excellent communication skills and the ability to cope with language and cultural barriers.
- Sufficient medical knowledge, travel insurance knowledge and worldwide repatriation knowledge to enable you to make decisions, according to set protocols, on behalf of the duty MO.
- Extensive world-wide personal travel experience
- The ability to know when to refer/escalate to a CMO
- Willingness to take initiative to solve problems
- To ability to work under pressure and to customer deadlines
- Organisational and time management skills
- To be a team player
- Flexibility
- The ability to get things done/deliver results to agreed customer standards
- Computer literacy
- To work in an office based communication centre.
Essential requirements for repatriation work
- To carry out ILS / ALS / PALS training every year
- To carry out Bi-Annual Health and Safety Training
- To have the ability to work alone and unsupervised, sometimes having to improvise or make instant decisions in order to ensure safety of the patient at all times
- To know when to communicate with the UK office base if there are problems beyond your control
- To ensure that you are sufficiently clinically updated to deal with the medical situations within the scope of your own Duty of Care responsibility.
Expected salary:
Location: Redhill, Surrey
Job date: Wed, 09 Aug 2023 22:20:03 GMT
