Rehabilitation Case Coordinator

Location: Croydon or Manchester
Hours: Full time 37.5 hours Mon to Fri 9 am to 5:30 pm
Status: Permanent
Salary: £18,000 to £22,000 (dependent on experience)

Purpose of Role:

The delivery of non-clinical services to agreed standards to customers and clients, supporting Case Managers and Operations Managers of the Multi-track and CAT teams, to provide rehabilitation services through the provision of administrative support. Responsible for customer delight and meeting quality and revenue standards in-line with contractual customer SLAs and personal Key Performance Indicators (KPI).

Key Accountabilities:

Customer Contact & Liaison:

Be aware of customer requirements when delivering administrative support 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

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

Assist Case Managers to ensure 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 full administrative services including, answering of direct and hunt group calls (dealing with the query, taking messages, case noting and actioning where relevant); printing; copying; dealing with incoming and outgoing post and faxes; scanning; producing and editing documents; data input; and working directly under the guidance of a Case Manager or Operations Manager

Work proactively and independently to manage own task list within agreed timeframes; work to independently and in communication with Case Managers and Operations Manager, prioritise work appropriately as the task requires

Work with remote and office based Case Managers to facilitate and provide the highest level of case management provision to HCML’s clients

Regular and proficient use of the Case Management System (CMS) MS Office software, internet, intranet, fax, scanners, printers and other databases

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

Assist Case Managers in the organisation of tasks, diary management and the booking of services/travel 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)

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

Person Specification

Essential Skills

1. Excellent administrative skills

2. Proficient keyboard and computer skills to navigate and utilise HCML’s service delivery and support software programmes

3. Ability to work quickly and accurately through a range of administrative tasks, setting appropriate priorities and meeting deadlines

4. Excellent written and verbal communications skills

5. A willingness to go ‘above and beyond’ for the customer

6. Accuracy in case noting, data entry and message taking

7. Excellent attention to detail

8. Ability to be innovative

9. Ability to work calmly under pressure

10. Ability to adapt and a willingness to learn


  • Proven experience in providing general administrative support
  • An understanding of the personal injury rehabilitation market and prior experience of having worked in the same market sector
  • An understanding of basic anatomy and physiology, common personal injuries and rehabilitation methods
  • An understanding of NHS and Social Services provisions with relation to rehabilitation


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.