Clinical Assistant – Graduate Sports/Occupational Therapist

About Us

HCML is one of the UK’s largest providers of rehabilitation case management and treatment services for the personal injury, corporate and medical insurance markets.

As a specialist healthcare provider, we help people who have been injured following an accident or those experiencing health issues which affect their work, to recover and get back to doing all the things they care about.

We’re passionate about improving people’s health and enabling them to access high-quality, efficient and effective healthcare.

Purpose of the role

HCML are seeking Clinical Assistants on a permanent full-time basis to join our Corporate Health department, to provide rehabilitation administration support to our team of Rehabilitation Case Managers. Our team of Clinical Assistants support our services through regular liaison with patients, customers, and treatment providers, via phone, email, and text message.

The role provides exposure to case management processes and incorporates some customer experience support, through dealing with incoming complaints and feedback from patients and/or customers. This role will therefore suit individuals with excellent verbal and written communication skills, great attention to detail and those who are able to organise their time effectively to manage competing and often changing priorities.

This role offers a great opportunity to anyone who is looking to start a career in case management or healthcare in general (outside of a hands-on role). We provide supportive ongoing CPD and training opportunities, clinical escalations and case support – you will be made to feel an integral part of the team!

We work collaboratively with staff to produce tailored development plans that help to advance their careers and have many success stories that we can share of staff progression within the business and across the industry!

Key Responsibilities

The successful candidate will be passionate about delivering excellent customer service.
The day-to-day role includes:

• Handling calls from patients
• Customers or treatment providers
• Dealing with queries relating to the status of a case, a recent treatment referral or booking in a clinical assessment
• Supporting our absence management services with processing new referrals and contacting clients and customers to arrange appropriate clinical assessments
• Supporting the Customer Experience Consultant with capturing patient and customer feedback

Skills, knowledge and expertise

• Deciding and initiating action
• Working with people
• Adhering to principles, practices and values
• Presenting and communicating information
• Applying expertise and technology
• Planning and organising
• Delivering results and meeting customer expectations
• Coping with pressures and setbacks
• Persuading and influencing

Education and Experience

Education – Minimum Requirement:

• Relevant Clinical Degree (Sports Therapy/Sports Rehab/Occupational Therapy)
• Experience of investigating and resolving complaints, and knowledge of FCA (Financial Conduct Authority) regulations (preferred but not essential)
• Industry experience – Health Insurance, Absence Management, etc… (preferred but not essential)

Benefits

• Competitive salary with annual pay review
• Employee referral bonus – £1250
• 25 days holiday plus Bank Holidays
• Flexible working arrangements available including some home working
• Company pension – 6% employer contribution following probation
• Cash Plan access, with various levels of cover
• Cycle to Work scheme
• Online yoga and monthly Wellbeing webinars
• Robust & experienced case management team on hand to support (multi-disciplinary)
• Commitment to CPD, staff development and growth
• Professional memberships sponsored under permanent contracts

When applying, please provide a CV and a cover letter that details primary reasons for your application and an overview of your relevant experience as per the person specification.

All successful candidates will be subject to DBS checks.

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.