Location: Home Based – some travel involved for client visits
Hours: Part-time and full-time available
Status: Permanent
Salary:£28,000 – £32,500
Purpose of the role
Under the supervision of a Specialist RCM, the client liaison manager is responsible for advocating, planning, and supporting the delivery of complex rehabilitation case management services to achieve a positive outcome with optimum independence for complex and catastrophically injured clients. Responsible for building a relationship with and working alongside the RCMs within large MDTs, (+/-) care packages for those with complex and continuing healthcare, social and vocational needs. Working to agreed standards and in-line with codes of professional practice; supporting Operations Managers and Specialist Clinical Leads; all in order to provide specialist clinical and rehabilitation assistance and advice to expertly manage the rehabilitation of injured clients and to support their families. Responsible for customer delight and meeting quality and revenue standards in-line with contractual customer SLAs and personal Key Performance Indicators (KPI).
Key responsibilities
Client & Stakeholder Contact & Liaison
- Be able to build meaningful and professional relationships with clients and families, customers, and all other stakeholders involved in cases to facilitate clients in achieving their rehabilitation goals in a timely, efficient and effective manner.
- Willing and able to travel to attend client, customer and corporate meetings and support the RCM with travel arrangements and transport to/from meetings and visits.
- Be able to attend and take minutes for MDT meetings in support of the RCM producing notes and actions from the meeting.
- Written and verbal communication of the highest standards and to manage potentially challenging situations.
- Keeping of contemporaneous case management notes in line with codes of case management practice.
- Support the production of professional reports, referral letters and general correspondence to assist in the effective management of clients’ rehabilitation.
- Be aware of customer requirements when delivering rehabilitation case management services; mindful that you will be liaising with customers (insurers & solicitors), clients, medical and health and social care practitioners, among others, all within the personal injury market.
- Promote professional and corporate relations to grow HCML’s brand.
Customer Profitability
- Deliver chargeable work to achieve agreed personal and team-based revenue targets, in line with agreed working practices and contractual customer agreements.
- Provide feedback to Operations Managers where you feel that processes/practices/systems could be amended to improve the customer experience and/or drive improved ways of working.
- Be responsible for ensuring that clients’ files are charged and invoiced appropriately in-line with agreed working practices and contractual customer agreements.
Service Delivery & Systems
- Work in line with agreed service standards, KPIs and timescales in supporting the delivery of face-to-face and technology supported case management services (e.g. phone, e-mail, text and other technology driven communication).
- Work proactively and independently to manage own tasks within agreed timeframes; work to prioritise work appropriately as the task requires under the guidance of a Specialist RCM and the Clinical Operations Management team.
- Regular and proficient use of the Case Management System (CMS) MS Office software, internet, intranet, fax, scanners, printers and software as required by HCML to provide case management services.
- Be able to locate and evaluate the appropriateness of a service or treatment provider to effectively support the needs of catastrophically injured clients and their families; be able to effectively monitor these providers and seek guidance from colleagues or Operations Managers as required.
- Be able to effectively escalate any matter to the appropriate individual(s) to ensure that HCML maintains its high standards of customer and client service provision.
- Be able to effectively monitor financial information on case management files and relay this information to case managers as required or co-ordinate an action directly based on this information as required.
Corporate Responsibilities
- Work in accordance with policies and procedures in relation to Health & Safety, Equal Opportunity & Diversity and all other company policies relevant to your role (available from the company intranet).
Other
- Actively and collaboratively engage in HCML’s 1:1 and appraisal process as a means of facilitating your personal development, setting personal career objectives, monitoring your performance and measuring the achievement of your objectives.
- Any other projects or tasks relevant to the team or department as directed by the Operations Managers or Specialist RCM.
- Actively support colleagues and managers to promote a collaborative, inclusive, innovative and professional work environment.
- Attend and engage with HCML’s in-house CPD and case clinic sessions.
- Maintain professional registration (where relevant) through regular attendance at CPD events and continuous (and documented) reflective practice.
- Complete HCML’s induction process and ensure that mandatory training as required by the company is completed within agreed timeframes.
Personal specification
Skills
Essential:
- A caring and empathetic individual
- Excellent administrative skills
- Proficient keyboard and computer skills to navigate and utilise HCML’s service delivery and support software programmes
- Ability to work quickly and accurately through a range of tasks, setting appropriate priorities and meeting deadlines
- Excellent written and verbal communications skills
- A willingness to go ‘above and beyond’ for the customer and client
- Ability to research or find points of contact within statutory services.
- Accuracy in case noting, data entry and message taking
- Excellent attention to detail
- Ability to be innovative
- Ability to work calmly under pressure
- Ability to adapt and a willingness to learn
- Ability and willingness to travel under own means or via public transport as required and to support RCMs with travel and transport
Desirable:
- • Ability to have difficult discussions with clients and stakeholders as required.
Experience, Qualifications and Training
Essential:
-
At least 3 years of clinical support/care and/or rehabilitation case management related experience.
Desirable:
- An understanding of the personal injury rehabilitation market and prior experience of having worked in the same market sector
- An understanding of NHS and Social Services provisions with relation to rehabilitation
- Experience of having worked with individuals with potentially complex care and housing needs
- An interest and experience of working with clients with catastrophic and life changing injuries.
- A basic understanding of anatomy and physiology, common personal injuries and rehabilitation methods
Attributes
Essential:
- The role requires an individual who is able to work autonomously and also as a key team member. They will also need to be calm, efficient and professional.
Desirable:
- • A previous or current clinical qualification in Nursing, Occupational Therapy, Physiotherapy, Sports Rehab, Social work or similar.
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.