Remote 24/7 Medical Travel Operations Lead

Everbridge; United Kingdom; À distance; GBP 70 000 - 95 000; Plein temps

Résumé du poste

Everbridge seeks an Operations Manager Assistance to oversee 24/7 medical and travel assistance services from a remote UK base. You will lead frontline performance, workforce planning, and escalations across the First Response team, coordinating with clinical, claims and commercial colleagues.

You will drive service delivery, quality, compliance and cost control, manage budgets, and provide senior leadership with reporting on staffing, case volumes, response times and risks.

Qualifications

• Degree or equivalent professional experience.
• Experience leading a 24/7 operation in medical assistance, travel, or health insurance.
• Understanding of assistance and claims operations, including repatriation, evacuation, delegated authority, client SLAs and regulatory requirements.
• Experience in people leadership, workforce planning, quality improvement, complaint handling, incident management and change delivery.

Responsabilités

• Lead service delivery of medical and travel assistance operations, including air ambulance and repatriations.
• Manage Team Leaders, Supervisors, Case Managers and Coordinators; oversee scheduling and surge capacity.
• Oversee complex cases with timely triage and escalation; support major incidents and business continuity.
• Coordinate care with medical professionals, clients and partners to arrange safe transfers.
• Manage client reviews, audits and governance; lead escalated complaints and reporting.
• Maintain quality and compliance through policies, case and call reviews, audits and risk management.
• Support new clients, products and systems; provide reporting on staffing, volumes and costs.

Connaissances

People leadership

Workforce planning

Quality improvement

Complaint handling

Incident management

Change delivery

Fluent English

24/7 operation experience

Formation

Relevant degree

Outils

Case management systems

Telephony systems

Workforce management tools

Reporting systems

Description du poste

Everbridge seeks an Operations Manager Assistance to oversee 24/7 medical and travel assistance services from a remote UK base. You will lead frontline performance, workforce planning, and escalations across the First Response team, coordinating with clinical, claims and commercial colleagues.

You will drive service delivery, quality, compliance and cost control, manage budgets, and provide senior leadership with reporting on staffing, case volumes, response times and risks.