Patrick Oneil

Leader with 30+ years of experience managing service delivery teams in healthcare and administrative environments. Proven ability to lead first-line management teams, ensure SLA compliance, and implement governance and business continuity strategies. Skilled in resource allocation, stakeholder engagement, and driving operational excellence across international service platforms.

Beneficiary Support Center (BSC) Team Leader at International SOS – TRICARE Overseas Program (2025-08 – Present)

Lead first-line management team overseeing Customer Service Executives delivering operational support to beneficiaries worldwide, including U.S. military members and families accessing healthcare services.

• Manage service delivery for BSC teams, ensuring compliance with Service Level Agreements and contract standards.
• Allocate resources and develop team schedules to meet global client demand efficiently.
• Drive quality assurance and governance through audits, policy adherence, and process improvements.
• Collaborate with cross-functional TRICARE teams to ensure seamless service execution.
• Lead recruitment, training, and performance management for Customer Service Executives and Team Leaders.
• Implement Business Continuity Plans (BCP) and conduct annual testing for operational readiness.
• Maintain stakeholder relationships and ensure timely escalation and resolution of service recovery activities.
• Provide leadership in crisis situations, ensuring continuity of care and operational stability.

Operations Manager/Supervisor at QTC (2015-11 – 2025-05)

Delivered comprehensive administrative assistance to medical professionals and facility staff, ensuring efficient operations and seamless patient care.

• Responsible for reviewing resumes and hiring identifying, attracting, and retaining a high-quality and diverse workforce capable of meeting and accomplishing our organizational mission.
• Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and recognition/disciplinary actions.
• Use the Kronos automation system to help automated human resources information systems to perform HR activities.
• Collaborating with other hiring managers to understand their staffing needs to develop our workforce and help management strategies to meet future organizational demands.
• Analyzing job duties and requirements to develop and classify position descriptions.
• Using hiring data to provide insights into the hiring process and hiring trends.
• Perform other duties and responsibilities as assigned.

Quality Assurance Specialist at QTC (2014-01 – 2015-11)

Identified operational challenges and implemented solutions to achieve productivity, quality, and client satisfaction objectives.

• Responsible for coordinating subordinate employee recruitment, performance assessment, work assignments, salary, and recognition/disciplinary actions.
• Responsible for the daily operational workflow, including communication with external and internal customers, resolution of claimant, provider, and client issues, and identifying workflow concerns for specific cases and employees.
• Ensure the use of best practice workflows and operational excellence in activities are utilized.
• Analyze and report on a monthly and quarterly basis operational statistic.

Health Care Manager/Specialist at United States Army (1987-11 – 2014-01)

Supervised and led medical teams in providing emergency care, trauma management, and preventive health services in both combat and garrison environments.

• Supervised 17-member staff servicing 8K beneficiaries. Managed 60 medical staff schedules tracking no-shows, appointment availability, and cancellations and verifying patient eligibility.
• Collected statistics to improve and implement changes geared toward quality management.
• Ensured HIPPA and Privacy Act guidance were maintained in accordance with Joint Commission standards.
• Reviewed daily reports utilizing the Composite Health Care System for accuracy and corrected any deficiencies prior to distribution to Management.
• Oversaw protection of medical records from loss, theft, or unauthorized disclosure.

Master's in Business Administration in Human Resource / Data analysis – University of the Incarnate Word (2017-12)

Bachelor's Degree in Health Care Management – University of the Incarnate Word (2016-07)