Multi-Track Rehabilitation Case Manager (Personal Injury)

Location: North of England & Midlands (Home Based)
Hours: Full time Mon to Fri 9 am to 5:30 pm (flexible/part time hours available)
Status: Permanent
Salary: Competitive and negotiable depending on experience

Purpose of Role:

 

The delivery of rehabilitation case management services to agreed standards and in-line with codes of professional clinical practice; supporting Operations Managers of the Multi-track and CAT teams; directing the workload of rehabilitation assistants/case coordinators; all in order to provide specialist clinical and rehabilitation assistance and advice to expertly manage the rehabilitation of injured clients.  Responsible for customer delight and meeting quality and revenue standards in-line with contractual customer SLAs and personal Key Performance Indicators (KPI).

Client & Stakeholder Contact & Liaison

  • 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
  • Written and verbal communication of the highest standards and to manage potentially challenging situations
  • Adherence to prescribed codes of clinical and case management practice in all interactions with clients, customers and stakeholders
  • Keeping of contemporaneous case management notes in line with codes of clinical and case management practice
  • Production of professional reports, referral letters and general correspondence to support and direct the effective management of clients’ rehabilitation
  • Be able to build meaningful and professional relationships with clients, 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
  • 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 delivering 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 task list within agreed timeframes; work to prioritise work appropriately as the task requires
  • 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 clients; be able to effectively monitor this provider and seek guidance from Case Managers 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
  • Actively support colleagues and managers to promote a collaborative, inclusive, innovative and professional work environment
  • Lead or support projects and implement change in-line with HCML’s Strategic & Quality Objectives
  • Attend and engage with HCML’s in-house CPD and case clinic sessions as both attendee and facilitator as required
  • Maintain professional registration through regular attendance at CPD events and continuous (and documented) reflective practice

Person Specification

  1. A caring and empathetic individual
  2. Excellent administrative skills
  3. Proficient keyboard and computer skills to navigate and utilise HCML’s service delivery and support software programmes
  4. Ability to work quickly and accurately through a range of tasks, setting appropriate priorities and meeting deadlines
  5. Excellent written and verbal communications skills
  6. A willingness to go ‘above and beyond’ for the customer and client
  7. Accuracy in case noting, data entry and message taking
  8. Excellent attention to detail
  9. Ability to be innovative
  10. Ability to work calmly under pressure
  11. Ability to adapt and a willingness to learn
  12. High level of clinical and case management knowledge and ability to apply this to assist clients
  13. Ability and willingness to travel under own means or via public transport as required

Experience

  1. At least 4 years of clinical and/or rehabilitation case management experience.
  2. An understanding of the personal injury rehabilitation market and prior experience of having worked in the same market sector
  3. An understanding of basic anatomy and physiology, common personal injuries and rehabilitation methods
  4. An understanding of NHS and Social Services provisions with relation to rehabilitation

Attributes

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.  The individual needs to be committed to maintaining their professional registration and CMSUK membership.

Qualifications and Training

Degree qualified in a related field such as Sports Rehabilitation, Psychology, Sports Therapy.