Job description

Company Description

Iqarus has a proud history, extending over 40 years, of delivering fully-integrated healthcare solutions in complex and demanding operating environments. We operate across the medical spectrum from primary care and occupational health, to advanced pre-hospital trauma care, through to full scale laboratory, radiological, diagnostic and surgical capabilities. Our approach projects the highest standards of clinical care into the environments in which we operate, through a combination of local knowledge, multinational medical staff, integrated global clinical governance, training and medical supply. Our highly-skilled operational teams deliverfrontline and preventative services to mitigate health risk and help organisations keep their workforces safe, healthy, resilient and productive.By increasing the quality, simplicity and efficiency of health delivery we enhance our clients’ return on investment in health and in many instances, help elevate social and/or humanitarian objectives too. Our clients include multinationals and SMEs, governments, non-governmental organisations, supra-nationals, and non-governmental organisations. 

• Direct contact and responsible to answer incoming calls, evaluate requirement and forward to relevant executive for action as required.
• Coordination and support through the International SOS Assistance Network for any security or medical support for Iqarus deployed staff on any project or operation, including Head office visitors.
• Supporting the processing of and management of insurance claims for Field Staff as required.
• Monitoring staff movement via tracking services including Track24, Intl. SOS systems, and Chubb systems.
• Review of the security status of all countries of deployment, reporting of and sharing of security alerts to all internal department as required.
• Establishment of active tracking processes for all extreme risk locations where required and support is mandated for deployments.
• Continuously review and improve OSC processes and procedures and update where required to reflect current operations activities.
• Provide travel logistics support to field staff including pre-deployment security briefings and information sharing.
• Manage and coordinate project reports and returns including Monthly Board Reports, Weekly Operations Reports, continuous reports related to field projects as required.
• Monitoring and reporting of all incidents through the established O-500-a Report Form process in Microsoft Forms from all field sites and projects.
• Manage and coordinate operations and HSE statistics from all projects and report as required to various Heads of Departments.
• Annual review of all Head Office, Project and site Business Continuity Plans (BCP) and Medical Emergency Response Plans (MERP) throughout the business.
• Management of OSC administrative processes, including accurate record keeping and ensuring registers are up to date.

• Prepare and manage any Crisis Response Team activations within the company and be the initiator of the support process. Set up and manage the CRT team and implement a call-out process as per the established procedure.
• Included in the 24/7 on call on duty roster for the OSC and establish and maintain a Duty Manager capability within the OSC as and when required to support the OSC activities.
• Coordination of Medevac missions for UAE governmental clients through the International SOS Assistance Centre.
• Included in the QMS Internal Audit annual plan of the organization to conduct internal audits on other departments.

Minimum 3 years previous experience in a call centre role essential

Experience of assistance services operations centre would be an advantage

Internal Auditor accredited with LRQA

Key Skills: 

• Demonstrable customer service and call centre skills with the ability to remain calm in demanding situations.

• Excellent IT skills and knowledge of services and divisional hardware & software including setup of new innovative systems and processes as required.

• Excellent skills related to interfaces of various tools and programs is essential, as well as gathering and interpretation of statistics, spread-sheets, databases, and general IT services.

• UAE based position, and the position has a 24 hours on-call requirement on occasion, requiring flexibility and ability to adapt to working environment.