Operations Analyst

VIGILINT; Morrisville (NC); On-site; USD 58,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

401(k)

Job summary

VIGILINT is seeking an Operations Specialist to manage its mission-critical telemedicine services during a 12-hour rotating shift (5-4-5). You will ensure compliance, handle inquiries, coordinate medical care, and maintain electronic health records for members and non-members.

You will support the International Health Protection program during shifts, providing crisis response, gathering vital information, and collaborating with executives, medical providers, and other departments to serve

Qualifications

• Ability to obtain and maintain a SECRET security clearance.
• 1–2 years of customer service experience.
• Ability to retain and execute established processes with minimal guidance from management.
• Excellent written and oral communication skills.
• Exceptional listening and problem-solving skills.
• Diplomatic interpersonal skills.
• Strong analytic ability as demonstrated by prior work performance.
• Proficiency with Microsoft Office and related tools.
• Ability to uphold VIGILINT's core values.

Responsibilities

• Manage VIGILINT's mission-critical telemedicine operations during assigned shifts.
• Answer phones and/or emails to respond to inquiries from members, non-members, vendors, or employees.
• Coordinate medical care for members and non-members, including Level 1/2 care and air medical transports.
• Maintain patients' electronic health records with appointments and documentation.
• Help manage the International Health Protection program during shifts, including crisis support.
• Gather, analyze, and distribute crisis-related information with responsibility for multiple world regions.
• Collaborate with senior executives, medical providers, and other departments; perform other duties as assigned.

Skills

Customer service experience

Excellent written and oral comms

Problem solving

Active listening

Diplomatic interpersonal

Analytic ability

Security clearance readiness

Ability to follow processes

Tools

Microsoft Office

Job description

VIGILINT is a premier provider of international health protection, providing advisory, logistics, medical operations, and crisis management services to high-net-worth individuals, Fortune 500 companies, and government clients. Our world-class physicians, subject matter experts, and operational staff work side‑by‑side to solve complex medical emergencies around the globe. The nature of our work requires top performance and the utmost discretion.

Details

12-hour shift, rotating 5-4-5 schedule.

Primary Responsibilities

Management of VIGILINT's mission-critical telemedicine operations during assigned shifts, including:

• Compliance and competence in established processes and procedures
• Answer phones and/or emails to respond to all inquiries made by members, non-members, vendors, or VIGILINT employees
• Coordinate medical care for members and non-members. This includes, but not limited to Level 1 and Level 2 care, and Air Medical Transports
• Maintain a good working relationship and effective communication both within the department and with other departments for the benefit of the caller/patient
• Maintain patients' electronic health records by creating appointments and appropriate documentation within

Management of VIGILINT's International Health Protection program during assigned shifts, including:

• Providing real-time crisis support for travelers, including the authority to execute a medical transportation (in conjunction with appropriate vendor)
• Mission-critical information gathering, analysis, and intelligence distribution with primary programmatic responsibility for one or more areas of the world
• Other duties, as assigned.

Authority

• To interact with senior executives, medical providers and/or patients at client entities (typically during client crisis) and bind company to provide certain special services and deliverables
• To collaborate with other team members, interns, and contractors during the execution of work related to assigned functional areas of responsibility

Requirements

Job Qualifications

• Ability to obtain and maintain a SECRET security clearance
• Minimum of 1-2 years of experience in customer service
• Ability to retain and execute established processes with minimal guidance from management
• Excellent written and oral communication skills
• Exceptional listening and problem-solving skills
• Diplomatic interpersonal skills
• Strong analytic ability as demonstrated by prior work performance
• Proficiency in Microsoft Office
• Ability to exercise VIGILINT's core values

Preferred

• Previous experience in a call center and/or medical practice
• Prior experience with Epic

Physical Requirements

While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, use hands and fingers to operate a computer, telephone, and keyboard, and lift up to 15 pounds.

Benefits

• health, dental, and vision insurance
• short-term and long-term disability
• AD&D insurance
• Healthcare Flexible Spending Plan
• 401(k)
• paid time off

Equal Employment Opportunity Policy

VIGILINT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.