Location: Croydon or Manchester Area (hybrid working available)
Hours: Full time, 37.5 hours per week. Shifts between 8am-8pm, Monday to Friday, with occasional Saturday working
Status: Permanent
Purpose of the role
- Utilise clinical experience & knowledge to complete telephonic and video assessments to effectively assist an injured individual with their recovery.
- Use high levels of communication to influence and support a patient’s journey, whilst maintaining great attention to detail within a fast-paced environment, often with competing priorities.
- Help patients make informed decisions by acting as their advocate regarding their clinical status and treatment options.
- Co-ordinate the delivery of care that is safe, timely, effective, efficient, equitable, and patient centred.
- Go the extra mile by providing excellent service during every interaction with patients, customers, and clients.
- Maintain regular contact (telephone, video & digital) with patients in order to monitor their progress and to ensure satisfaction.
Key responsibilities
Clinical Service Delivery
- Deliver clinically robust, consistent, and comprehensive telephonic and video assessments which lead to the most clinically appropriate outcomes.
- Assess, plan, implement and evaluate appropriate interventions and clinical pathways throughout the case leading to expedient and effective patient recovery, outcomes and case closure.
- Regular and consistent use of the bio-psychosocial model when making contact with patients and with clinical decisions.
- Capture patient outcomes throughout the duration of a case that allows us to effectively demonstrate value to our customers.
- Identify and act on customer and patient needs, setting high standards for quality throughout each case.
- Utilising every contact point with patients as a chance to educate & provide clinical support
- Accurately recording all case interactions within the case management system.
- Reliably delivering services in line with established processes, training & customer expectation.
Patient Care
- Shared responsibility for patient cases, i.e. owning individual caseload, whilst supporting colleagues proactively and encouraging team working.
- Supporting the optimisation of service delivery by identifying areas for improvement, highlighting feedback from patients, suppliers, and customers to promote a culture of continuous improvement.
- Adopting and encouraging the highest standards of patient care, including the consistent provision of clinical guidance and advice, adapting as necessary throughout the patient’s clinical journey in order to meet their needs.
- Taking a forward thinking, patient-centred approach to overcome case management hurdles, working independently and within a group setting to identify priorities.
- Seeking guidance and support from HCML Clinical Leads to ensure patient outcomes are safe and appropriate, escalating for further review when needed.
Competencies
| Leadership: | Demonstrate robust clinical knowledge and support team members. |
| Operational & stakeholder management: | Liaise professionally with clients, insurers and other internal and external parties to provide an excellent service. |
| HCML citizen: | Undertake any other duties required, commensurate with the grade and level of authority of the post. Proactively identify, share and implement ways to continuously improve HCML as a business and employer. Adopt a continual improvement mentality, taking ownership of improvement actions & being open to receiving regular, developmental feedback. Demonstrate and champion behaviours and attitudes consistent with HCML values. Abide by the HCML policies and procedures in force and remain up to date with any changes that may apply from time to time. Demonstrates integrity in all aspects of their role, upholds ethics, and encourages a positive working environment. |
Personal specification
Experience
Essential:
- 12 months clinical/hands on experience, previous case management or vocational rehabilitation expertise.
Desirable:
- Experience with delivery of high customer service and / or proven case management experience
- Relevant experience (Health, Legal Profession, Insurance) etc. is advantageous.
Skills & knowledge
Essential:
- Excellent written and verbal communication skills, good attention to detail and time management skills.
- Experienced & reliable use of Microsoft Office software, including Word, Excel & PowerPoint.
Desirable:
- Effective with: persuasion & negotiation; presentation; analytical thinking.
Attributes
Essential:
- Ability to effectively prioritise and plan workload.
- Able to travel to an HCML office (Croydon / Manchester) and to work on a hybrid basis between designated office and home.
Qualifications & training
Essential:
- Relevant clinical degree (Sports Therapy, Sports Rehabilitation, and Physiotherapy).
- Current professional registration(s) of your relevant professional body e.g., BASRaT or SST, HCPC (or able to quickly obtain membership).
Benefits
- Competitive, market-related salary.
- 25 days of annual leave, plus bank holiday.
- Company pension scheme with company contribution.
- Health Cash Plan, with various levels of cover.
- Working within a robust case management team staffed by multi-disciplinary professionals in a successful, growing company.
- Company commitment to staff development and growth.
- Home working and flexible working hour opportunities.
- Travel expenses (client related) fully covered.
- Professional memberships sponsored after first year of service.
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.