International SOS - Healthcare Outlook - issue 7 by Outlook Publishing

Juliana Gim, Regional Managing Director of leading international health and security risk management organisation, International SOS, discusses its dedication to improving healthcare outcomes across Asia, recent innovations, and future aspirations

GLOBAL REACH WITH A HUMAN TOUCH

Writer: Lily Sawyer | Project Manager: Cameron Lawrence

WITH

“These disparities not only affect general public health but also increase health risks for employees working in these environments,” introduces Juliana Gim, Regional Managing Director of International SOS.

The world’s leading health and security services company, International SOS specialises in risk management and assistance services for organisations and their employees across the globe.

Founded in 1985, the company has grown significantly, now operating from over 1,200 locations in 90 countries, including a substantial presence in Asia.

“At International SOS, we emphasise the importance of understanding these regional disparities to effectively manage the health and security risks faced by our clients,” Gim assures.

As such, the healthcare industry in Asia is a landscape of contrasts – rapid technological advancements co-exist with deep-rooted challenges.

International SOS notes that navigating this complex environment requires a strategic approach that balances innovation with providing quality healthcare for all.

“As the region continues to develop, there is a clear need for collaboration

between public health authorities, private sector stakeholders, and international organisations to address these challenges and harness opportunities to improve healthcare outcomes in Asia,” she sets out.

MYRIAD CAPABILITIES

With services centred around ensuring the health, safety, and wellbeing of its clients’ global workforce, International SOS oversees everything from routine primary healthcare and employee wellbeing management to emergency assistance, including medical and security evacuations.

“We provide comprehensive risk

“WE ARE FOCUSED ON ADVANCING OUR TELEMEDICINE AND MOBILE HEALTH SERVICES TO ENSURE GREATER ACCESS TO CARE, PARTICULARLY IN UNDERSERVED REGIONS”

– JULIANA GIM, REGIONAL MANAGING DIRECTOR, INTERNATIONAL SOS

management solutions tailored to the specific needs of various industries, such as the energy, mining, agricultural, manufacturing, and construction sectors, where employees often work in remote or high-risk areas,” Gim outlines.

Comprising nearly 12,000 experts across various fields, including doctors, nurses, paramedics, security professionals, public health consultants, and digital specialists, the company’s workforce collectively speaks almost 100 languages – a diversity which enables it to offer

culturally sensitive and region-specific solutions.

Its support extends to clinical services planning, crisis management, and security consulting. Globally, International SOS is trusted and used by over 9,000 organisations, including government and non-government organisations (NGOs), the private sector, as well as educational institutions.

“Our extensive network of assistance centres is operational 24/7, ensuring help is always available whenever and wherever needed,” she adds.

Setting International SOS apart from the competition is its ability to integrate health and security services seamlessly.

“This integration allows us to offer holistic solutions that address the full spectrum of risks our clients might face, whether they are operating in remote, high-risk areas or urban environments.”

In addition, the company’s commitment to providing personalised services is at the heart of its operations. Taking time to understand the specific needs of each client, International SOS can tailor support accordingly.

This, combined with unparalleled expertise, helps the organisation ensure its clients receive the most effective care possible, defining International SOS as a trusted partner for governments and organisations worldwide.

EQUAL OPPORTUNITIES

At International SOS, promoting equal employment opportunities and female empowerment is a key part of its commitment to diversity and inclusion. As such, the organisation believes a diverse workforce is essential to driving innovation and achieving its mission.

One of the core ways it prioritises gender equality is through its involvement with the United Nations Global Compact (UNGC), the Women’s Empowerment Principles (WEPs), and UNGC’s Target Gender Equality programme, all of which implement initiatives that focus on increasing female representation across all levels of the organisation.

In addition, International SOS has integrated gender diversity into its broader environmental, social, and governance (ESG) strategy. Committed to creating an inclusive work environment that values both cultural and gender diversity, it has achieved 30 percent female representation amongst its global middle management employees.

Its internal Empower Mentoring Programme recognises and supports the career development of female leaders within the organisation. Additionally, more than half of its Executive Leadership Development Programme, launched in 2015, is made up of women.

International SOS also recognises the importance of working within the cultural contexts of the regions in which it operates, whilst its employees enjoy flexible work hours to balance responsibilities with their caregiving duties, regardless of gender.

A DUTY OF CARE

International SOS’ ‘Duty of Care’ approach is a fundamental tenet of how it operates, ensuring it can protect and save lives in both low-risk and complex, high-risk environments.

“Duty of Care at International SOS means proactively taking steps to mitigate risks before they materialise and providing comprehensive support when incidents occur,” Gim clarifies.

One of the core components of its Duty of Care approach is the organisation’s adherence to global standards such as ISO 31030, which provides a framework for travel risk management.

“By following such guidelines, we help organisations establish robust risk management policies that cover all aspects of employee health and safety, from pre-travel advisories to on-the-ground emergency assistance,” she adds.

Connectivity Meets Security

As a global company specialising in health and security risk management solutions for businesses, International SOS provides customised services to protect employees from various threats, including extreme weather, epidemics, and security incidents. Their solutions help organisations maintain continuity and productivity whilst complying with duty of care obligations. This mandate demands reliable and dedicated connectivity across the company’s sites worldwide to ensure the seamless delivery of critical health and security services. In an environment where realtime, actionable insights and immediate response capabilities can mean the difference between life and death, uninterrupted connection and data exchange are essential.

International SOS selected ViewQwest as a key partner to capably source and implement their connectivity requirements across global operations. ViewQwest has been instrumental in connecting International SOS clinics, 24/7 Assistance Centres, data centres, and offices in 18 countries spanning five continents. The most critical of these are the Assistance Centres --- where during life-threatening medical emergencies and urgent security incidents, it is imperative that callers can request assistance without the risk of dropped calls due to poor connectivity.

An award-winning telecommunications and managed security services provider headquartered in Singapore with operations in Asia, ViewQwest delivers connectivity solutions to meet the diverse needs of organisations like International SOS for their sites across the globe. With the help of ViewQwest’s expertise in building high-performing and robust network infrastructures, International SOS can ensure its high standards of service as well as continuity and resiliency of operations, regardless of location. This partnership enables International SOS to focus on its core mission of saving lives and protecting workforces, confident in the knowledge that its connectivity backbone is both robust and reliable, connecting their corporate sites and workforces wherever and whenever they are needed.

HEALTHCARE OUTLOOK: COULD YOU TELL US MORE ABOUT YOUR WORKING RELATIONSHIP WITH ESKER?

Juliana Gim, Regional Managing Director: “Since 2020, we have partnered with Esker, initially implementing their Accounts Payable (AP) solution to process incoming trade provider invoices.

“Before discovering Esker, we evaluated several other optical character recognition (OCR) tools, but none could handle the complexities of our provider network, which involves documents arriving in various formats, languages, and from numerous global locations.

“Esker’s AP solution, leveraging a combination of OCR and AI technology, successfully met these challenges. Following the successful deployment of the AP solution, we implemented Esker’s Accounts Receivable (AR) solution to automate our invoice dispatch to clients.

“As part of our ongoing digital transformation and enterprise resource planning (ERP) implementation, we have now incorporated Esker Collect and Esker Cash into our operations, which integrate seamlessly with our existing software. Every entity transitioning to our new ERP system is now configured with these tools, enabling us to automate processes, reduce manual tasks, and eliminate human error.

“The AI capabilities of both tools have proven particularly beneficial. In conclusion, Esker has been a valuable partner in our digital transformation journey, consistently providing effective solutions and exceptional support that have significantly enhanced our operational efficiency.”

Offering services that are tailored to the specific needs of their workforce, including timely medical advice and assistance, security support, and logistical help through its global network of assistance centres, International SOS can support organisations in meeting Duty of Care obligations.

Its integrated risk management solutions also include preventive care management, real-time tracking of employees, crisis management, building capacity in training, and evacuation services, ensuring that clients’ workforces are safeguarded.

“Our Duty of Care approach extends beyond just physical health. We equally address mental wellbeing as a crucial aspect of overall employee safety, providing Employee Assistance Programmes (EAPs) and mental health support,” Gim furthers.

By prioritising these aspects, International SOS helps organisations fulfil their legal and ethical obligations while enhancing the resilience and well-being of global workforces.

“Our comprehensive, end-to-end services ensure that employees are not only protected but feel supported, which is essential for maintaining morale and productivity in today’s demanding work environments.”

SOCIALLY RESPONSIBLE

International SOS boasts a holistic sustainability agenda that integrates its ESG principles into every aspect of business.

“We are dedicated to embedding sustainability across our operations – reducing environmental impact, upholding ethical standards, and ensuring the well-being of all,” Gim affirms.

As such, the organisation has been recognised for its responsible business practices, including securing a high score from recognised business sustainability ratings provider, EcoVadis.

International SOS places strong

Eliminating

Manual Processing To Run A More Efficient Finance Department

Eliminating Manual Processing To Run A More Efficient Finance Department

International SOS, a leader in health and security risk management, enhanced its finance operations with Esker’s AI-driven solutions. With over 80,000 providers across 90 countries, they struggled with having efficient Accounts Payable (AP) and Accounts Receivable (AR) processes.

The Challenge

Managing supplier invoices was cumbersome, with 50% in paper format. Manual processes slowed collections and cash applications, causing bottlenecks and errors. Streamlined collaboration between AP and AR teams was essential for improving visibility and planning.

The

The Solution

Impact

The Impact

Esker’s AI technology has transformed the way International SOS operates, shifting from inefficiencies to a streamlined finance team. This efficiency accelerates payment processing and improves accuracy and fosters better collaboration with customers and suppliers.

The Solution

International SOS chose Esker to automate Source-to-Pay and Orderto-Cash cycles, integrating them with Oracle and SUN6 systems. By implementing Esker’s solutions—Accounts Payable, Invoice Delivery, Collections Management, and Cash Application—they achieved an efficient finance process, eliminated their manual processing, centralized the information, automated their workflows and enhanced its visibility.

Join the Transformation

emphasis on social responsibility, including initiatives such as health education systems designed to break the academic poverty cycle by providing skills development and job training specifically for medical education.

“By empowering individuals and communities through education in this field, we help create sustainable livelihoods and improve overall well-being.”

Join the Transformation

Experience the benefits of streamlined operations and enhanced productivity. Speak to Esker to transform the way you manage your financial processes today!

Read the full case study here

In Singapore, International SOS is honoured to have been awarded the National Volunteer and Philanthropy Centre (NVPC) Champion of Good Award 2024, a testament to its unwavering commitment to ESG.

However, the organisation’s efforts are not limited to its internal operations – International SOS actively engages suppliers and partners through its supplier code of conduct, which outlines strict ethical

“DUTY OF CARE AT INTERNATIONAL SOS MEANS PROACTIVELY TAKING STEPS TO MITIGATE RISKS BEFORE THEY MATERIALISE AND PROVIDING COMPREHENSIVE SUPPORT WHEN INCIDENTS DO OCCUR”

– JULIANA GIM, REGIONAL MANAGING DIRECTOR, INTERNATIONAL SOS

standards.

Covering areas such as data protection, environmental responsibility, and labour rights, this code ensures that a commitment to sustainability is reflected throughout its supply chain.

Moreover, International SOS’ strong emphasis on collaboration and engagement with partners and stakeholders in terms of ESG is deeply rooted in a multiplier effect created to amplify its impact across various domains.

“The strategic integration of sustainability into our business model is guided by continuous improvement and regular evaluation of our ESG initiatives to ensure they remain relevant and impactful.”

In this way, the organisation uses feedback to refine its approach – a strategy which has proven crucial for sustaining its efforts and maximising its long-term positive impact.

ASIA-WIDE INFLUENCE

Actively engaged in several impactful projects across Asia addressing diverse health challenges faced by local populations, International SOS’ commitment to enhancing community health and supporting government initiatives is indisputable.

One key initiative is the company’s ongoing collaboration with governments to strengthen public health systems and improve emergency preparedness in each region.

“For instance, we have been working closely with governments in Indonesia, Malaysia, Singapore, and the Philippines to provide critical health services and support during public health emergencies,” Gim explains.

In the Philippines, International SOS has partnered with the Quezon City government to conduct a rapid health risk assessment to strengthen the city’s pandemic response plan,

including a comprehensive evaluation of the city’s COVID-19 vaccine and testing programmes.

Additionally, in Laos, it has designed and implemented the Nam Theun (NT2) Hydroelectric Project community health programme, covering 8,000 resettled people across 16 villages in the Nakai district.

“Our health expert piloted the health programme in Laos for eight years, successfully establishing infrastructure for primary health care alongside training local medical staff,” she elaborates.

In addition to government partnerships, the company is deeply involved in community-focused projects aimed at improving overall health outcomes, which emphasise underserved communities.

As such, in Thailand and Vietnam, it has launched campaigns that include vaccination drives, maternal and child health programmes, and chronic disease management

support designed to address specific challenges such as high rates of noncommunicable diseases and limited access to primary healthcare services.

“Looking forward, we are also expanding our efforts to enhance workplace health and safety through our Workforce Resilience (WFR) programme, including a comprehensive set of services aimed at improving employee well-being,” Gim reveals.

Set to be rolled out across various industries in Asia, the programme covers mental health support, stress management training, and wellness education, all of which are tailored to meet the specific needs of the local workforce.

“By focusing on both the physical and mental health of employees, we are helping organisations create healthier, more resilient environments that can adapt to the evolving demands of the modern workplace,” she adds.

LOOKING TO THE FUTURE

Set to celebrate its 40th anniversary next year, as International SOS anticipates the future, its key priorities revolve around expanding its digital health capabilities, enhancing its global reach, and deepening its commitment to sustainability.

“We are focused on advancing our telemedicine and mobile health services to ensure greater access to care, particularly in underserved regions,” Gim divulges.

Strengthening partnerships with governments, NGOs, and private sector organisations will allow it to deliver tailored health and security solutions across diverse markets.

The organisation is also dedicated to fostering resilience within the workforce and offering programmes that support mental and physical welfare in the workplace.

“Holistic well-being remains an important pillar of our agenda. We recognise that mental health is

SUPPORTED BY STUDIES

Delivered through its comprehensive health and security risk prevention strategy, International SOS believes prevention is paramount. A recent joint study with international personal accident insurance company, Chubb, found:

• Jointly, 86 percent of calls from Chubb and International SOS clients were resolved with no additional cost.

• A 51 percent reduction in the number of evacuation cases when a comprehensive prevention strategy is in place.

As such, the study confirms how a thorough risk mitigation programme results in fewer major medical and travel security incidents, reduced business disruptions, and fewer evacuations.

In addition, International SOS’ recent study on mental well-being has provided critical industry insights. It revealed that 42 percent of employees globally have experienced a decline in their mental health since the COVID-19 pandemic, leading to significant impacts on productivity and overall well-being, highlighting the urgent need for effective mental health support systems in the workplace.

By leveraging the findings from its studies, International SOS offers insight into the tools required to build resilient, supportive work environments.

an increasingly important aspect of overall employee well-being, especially as the global workforce continues to navigate the challenges posed by the COVID-19 pandemic and beyond.”

As such, International SOS’ mental health and resilience support services are designed to help organisations proactively address mental health across their teams. This approach not only helps reduce absenteeism and improve productivity but also fosters a more supportive and engaged workplace culture.

In parallel, sustainability remains a cornerstone of the organisation’s strategy, with goals to reduce its environmental impact and support local communities.

Additionally, innovating for crisis management and risk mitigation remains crucial to International SOS as global challenges grow in complexity.

Internally, the organisation is committed to nurturing talent and

leadership, promoting diversity, and empowering its teams to drive its mission forward.

“These efforts are aimed at ensuring International SOS continues to adapt and lead in a changing world while staying true to our core values of protecting and saving lives,” Gim concludes.

Tel: 6338 2311

sin.marketing@internationalsos.com www.internationalsos.com