Job Description

• Provide the highest quality customer service to all of our customers.
• Be the key liaison between our clinical teams, support functions and overall case owner, by ensuring that all cases progress in the agreed service level agreements and in line with process and protocols.
• To deliver a range of administrative and support services to our Clinical teams, Clients and Client Employees including:
• Dealing with both Inbound and outbound calls within company standards
• Resolve daily case related queries that may come in via email or post in a timely manner.
• Accurate recording of case notes
• Requesting specialist reports
• Arranging and booking Independent medical appointments
• Booking in Nurse and Doctor lead appointments on our internal systems
• Ensure that all applicable fees are raised within correct timescales on each case to ensure effective billing
• Ensure that Client Company HR Departments/ Line Managers are kept informed of case progress by liaising with clinicians as necessary.
• Work planning/prioritizing work daily to ensure that tasks are actioned in line with client service level agreements
• Complete appropriate additional tasks under the direction of the Team Leader/Business Manager.

Required Knowledge, Skills, and Abilities

• Excellent customer service skills
• Excellent communication skills both verbal and written
• Ability to work in a face paced environment to achieve targets and deadlines

Must be PC literate in the following packages:

• MS Excel
• MS Outlook
• MS Word
• Ability to work as part of a team and autonomously
• Training will be given on bespoke in-house designed systems (e.g. HML Online)