Operations Coordinator

Operations Coordinator

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customized security risk management, health, and wellbeing solutions to organizations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organizations fulfill their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

About the Role

The Operations Coordinator increases the overall performance of the organization by creating strong interactive partnerships with candidates within medical services. The incumbent ensures all sites are scheduled well in advance and minimize last-minute scheduling predicaments. The incumbent builds a strong casual pool that retains and attracts new talent. This position carries out the responsibilities of partnering with respective assigned client site managers to ensure the workforce assigned is operating at its highest potential. This role will drive continuous improvement and lead change within these functional areas.

This is a full-time Monday to Friday role (8:00 am to 4:30 pm). Monday to Thursday are in office; Fridays are remote/work from home days.

Key Responsibilities

Staffing

• Develop deployment roster with SLO, ensuring relevant staff have access to view the rosters.
• Fill positions at respective sites with existing employees when able.
• Provide solutions with SLO to planned scheduling conflicts immediately and escalate to operations leadership as required.
• Work closely with the Recruiter to raise the need for staffing - Submits Request for Recruitment for new staff through approved processes.
• Identify individuals for succession planning within respective groups.
• Main point of contact for employee-related concerns at respective sites.
• Approve/Audit staff pay in ADP in accordance with the roster — escalate any issues to the OPS Director.
• Notifies relevant Operations Director, HR, and payroll of employee transfers between sites and/or position changes.

Mobilization of New Staff

• Ensure all new medical staff hires receive site-specific orientation and clinical onboarding in accordance with company policy and procedures.
• Monitor and ensure all required access courses, training, and eLearning are completed before departing for the site.
• Oversee logistics managed by SLO for deployment to and from the site.
• Determine uniform requirements and ensure SLO issue them to staff per the Uniform Policy before arriving on-site.
• Coordinate/Send out a Welcome email with a Site Information sheet by SLO.
• Complete new site inspections and support with setup.

Logistics

• Oversee site logistics managed by SLO for employees as applicable (flights, hotels, taxis, car rentals, etc.).
• Set up client-specific pre-access requirements. Including Site certificates and drug and alcohol testing.
• Ensures via SLO staff obtain the correct drug & alcohol test timeously according to the site requirements.
• Escalates unbudgeted expenses or expenses above their approval limits to the Operations Director.
• Ensure all field time and attendance are recorded and approved by the client per company and site-specific processes.
• Ensures the finance team receives all required documentation for invoicing activities following company and project-specific processes.

Quality and Reporting

• Ensure all site/client reports are completed on time and reviewed monthly, escalating any issues to operation leadership.
• Ensure a Continuous Quality Improvement culture and system is maintained throughout the clinic/project.
• Work within and promote all International SOS policies, procedures, and corporate values.
• Be aware of International SOS' OH&S policies, practices, and procedures and actively participate in the ongoing development and enhancement of these important areas of our business.
• Participate in the completion of site audits.

Communication with Clients and Staff

• Develop a good working relationship with site staff.
• Regularly check in (weekly) with each site lead/representative.
• Attends/Manage monthly and quarterly client meetings.
• Reply to e-mails and telephone calls promptly.
• Refer any actual or potential problems that may damage client or staff relationships to Operations Director and Medical Director (as required).
• Refer and follow-up all non-logistical issues to relevant departments (i.e., Medical Support, Payroll, HR, etc); it is not the responsibility of the Operations Coordinator to solve these problems but to ensure it is attended to.
• Ensure that Oryx is updated with site and current site staff details.
• Leads weekly call with Operations Director to review roster and staff issues.

Customer Service (Client and Site Staff)

• Ensure a high standard of customer satisfaction by taking a hands-on, personal, and direct approach.
• Encourage a culture of customer service amongst staff and colleagues.
• Professional teamwork with all staff.
• Display a positive attitude to staff and clients.
• Ensure quality control on all aspects of customer service by direct personal supervision of services

Finance

• Responsible for all aspects of project delivery within the project budget.
• Provide all correct and on time billing information.
• Approve billing packet before being send to client.

Promotion of International SOS Services

• Ensure International SOS and the client are represented professionally.
• Assist in promoting International SOS integrated health and emergency services with the client.
• Participate in the client's and International SOS' information campaigns on environmental, personal protection, diseases, and health promotions.

Additional Responsibilities

• Corporate initiatives may be added to the scope
• Ensure disaster plans and emergency response plans are maintained.
• Responsible for ensuring there are education programs for emergency services staff to improve their skill and knowledge levels.

About You

• The person who holds this position will be required to not only work within a team but also be responsible for establishing and nurturing a team environment that facilitates smooth project delivery.
• The ability to solve problems and make concise and informed decisions is essential.
• A collaborative and confident personality will facilitate your ability to interact with all key personnel, ensuring the effective delivery of contract requirements.

Required Competencies and Skills

• Ability to work independently, pay careful attention to detail, and manage multiple tasks in a fast-paced environment.
• Ability to analyze situations and take appropriate action consistently with company policies.
• Consistently demonstrate a high drive, infectious to the surrounding environment.
• Preserve effectiveness and drive while maintaining composure in highly stressful or adverse situations.
• Promotes cooperation and commitment with the team towards attaining common goals.
• Develop fresh ideas that provide solutions to all types of workplace challenges, which demonstrates initiative.
• Maintains accuracy, a positive attitude, and an open mind during changes in business needs, conditions, or work responsibilities.
• Diplomatically handles challenging or tense interpersonal situations.

Required Work Experience

• 1-3 years of remote staff scheduling/working-related experience.
• Experience preferred but not required in the oilfield /construction industry.
• Experience in working with medical qualified personnel and being medical qualified will be an advantage.

Required Languages

• English essential and other language skills advantageous

Travel / Rotation Requirements

• Baton Rouge, LA-based position
• 20% of the time travelling to project sites in sublocation