Rehabilitation Case Coordinator VA277

Location: Bristol, City Point
Hours: 37.5 hours per week between Mon to Fri 9am to 5:30pm
Status: Permanent
Salary: £20k per annum
Qualifications, Skills and Experience: Proven track record of high-performance in a results-driven administration or customer services environment

General Purpose

HCML is a leading provider of rehabilitation services nationwide to the corporate, general and private medical insurance sectors. This role is within our Treatment Services team responsible for helping to arrange treatment via our network of specialist treatment providers covering a wide range of treatment types but primarily physiotherapy, psychology, diagnostic imaging and specialist consultations. Full training is provided so no previous medical knowledge is required.

Main Job Tasks and Responsibilities

1.  Manage all cases from initial instruction to completion ensuring all aspects are completed in a fast,  efficient  and accurate fashion

2. Become a service expert, able to learn all processes and procedures quickly and accurately and make  recommendations for improvement

3. Develop and maintain strong customer and supplier relationships through continual engagement and  effective rapport building

4. Be willing and able to handle any complaints, disputes, or expressions of dissatisfaction from key contacts  at both customers and suppliers

5. Project confidence, competence and detailed knowledge of the service in all interactions

6. Build relationships with key stakeholders to help generate more referrals and improve conversion %

7. Use logic and deductive reasoning to establish the root cause of any issues and effective problem-solving  skills to resolve them

8. Use empathy and understanding to see situations from the perspective of all stakeholders and use this to  inform decision-making

Person Specification

Education and Experience

1. Proven track record of high-performance in a results-driven administration or customer services environment

2. Comfortable managing senior stakeholders both internally and externally

3. Demonstrable commitment to continuous improvement in yourself and/or others

4. Successful track record of working with bespoke IT systems

5.  Previous experience of implementing improvements to systems and processes

Key Attributes

1.   Delivering Results & Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets  high standards for quality and quantity; monitors and maintains quality and productivity; works in a  systematic, methodical, and orderly way

2.   Presenting & Communicating Information: Speaks clearly and fluently, projects confidence and credibility;  ability to positively portray verbal information in a compelling manner; remains calm under pressure

3.  Writing & Reporting: Writes clearly, succinctly, and correctly; avoids the unnecessary use of jargon or  complicated language; writes in a well-structured and logical way; structures information to meet the needs  and understanding of the intended audience.

4.  Working with people: Demonstrates an interest in and understanding of others; adapts to the team and  builds team spirit; recognises and rewards the contributions of others; listens, consults others and  communicates proactively

5.  Resilience: Perseveres and is optimistic when faced with setbacks; adapts to changing circumstances;  makes positive use of opportunities

6.  Deciding & Initiating Action: Makes prompt, clear decisions, takes responsibility for actions, acts with  confidence and under own direction, demonstrates proactivity

7.   Planning & Organising: Able to manage own time and plans to achieve set objectives; can effectively  prioritise; monitors own performance against deadlines and milestones

​Health & Case Management Ltd 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.

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