Medical Agency File Handler/customer Service

3 weeks ago

Manchester, United Kingdom Express Solicitors Full time

Established in 2000, Express Solicitors is an award-winning law firm that deals personal injury and clinical negligence claims. Based in Manchester, we serve clients nationwide. We are proud of the work we do helping injured people, and this is our core business.
We are currently ranked 93 in the Top 200 UK Law firms and are a Legal 500 Recognised Leading Firm for both Personal Injury and Clinical Negligence. We have a 5-star ranking with Trust Pilot from over 4,500 reviews, which, coming from our clients, means a lot to us.

**Role**
We are currently seeking to recruit a Medical Agency File Handler (Business Support Officer) to join our vibrant team of 24 people, who provide excellent customer service in a fast-paced environment.
Primarily, your role will be providing support to solicitors (and their secretaries), clients and experts. Duties will include; arranging appointments, liaising with specialists, clients & third parties, invoicing, organising and reviewing medical records. Once fully trained, you will be responsible for your own client files.
We offer an individual mentoring programme; an incentive programme, (including vouchers, early finishes, late starts & chocolates) and a recognition scheme where team members can acknowledged their colleagues for their hard work.
- *You will provide business support by undertaking the following duties:

- Instructing experts to provide reports on behalf of a solicitor and keeping open and effective communication regarding appointments, reports and information.
- Obtaining medical records from hospital trusts, GP’s surgeries, and other healthcare providers.
- Sourcing suppliers, arranging rehabilitation appointments and investigations.
- Obtaining quotations and invoices from experts and rehabilitation providers.
- Providing breakdowns of agency work and anticipated disbursements to Costs Lawyers, obtaining invoices and chasing payments.
- Quality Checking and processing incoming mail and expert reports into the case management systems.
- Accurate recording of time expended in various activities on our case management system.

**Person Specification**
- *Required Qualifications/Training
- GCSE English & maths at Grade C or above, or equivalent

Required Attributes
- Knowledge of Microsoft Office packages including Word and Outlook.
- Excellent written and spoken English with the ability to have high levels of accuracy and attention to detail.
- Ability to maintain client confidentiality at all times and commitment to customer service.
- Ability to deal with high volumes of work and manage conflicting priorities.
- Ability to take ownership, responsibility and work as part of a team.

Desired Attributes
- NVQs or qualifications in business administration.
- Experience of working in a medical setting would be of a distinct advantage.
- Experience of working in a law or legal services firm.
- Knowledge of Proclaim or other case management systems.
- Highly dedicated, idea-generating individuals who are committed to providing excellent customer service.

**Salary, Hours & Benefits**
- The salary is £18,500 to £20,488.65
- Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday.
- Individual mentoring programme for each team member.
- ‘Service Pledge Hero’; ‘Employee of the Month’ and ‘Top Call Handler’ incentives; rewarded with vouchers, chocolates, early finishes or late starts.
- Thank you’ scheme where team members can appreciate and recognise their colleagues, this can be mentions on Microsoft Teams, Tags on our Rewards Tree, postcards or stickers.
- 23 days holiday, we reserve three of these days to be used for the closure of the business during Christmas and New Year. Entitlement will rise 1 day per year to a max of 26 days per year of service, plus bank/public holidays.
- Absence incentive: employees who complete three consecutive months with zero unplanned absence earn an additional half a day’s annual leave.
- Three holiday buy backs per year after 1 year of service.
- Optional pension salary sacrifice scheme after 3 months.
- Private medical insurance available after 2 years’ service.
- Death in Service - 2x salary based on annual salary only - eligibility commences when you join the company.
- Active social events both team and firm wide.
- The opportunity to join various groups such as Diversity & Inclusion, Netball, Football, Running and more.
- Employee Assistance Programme.

**Recruitment Process**
Interviews will be conducted by MS Teams or Telephone and will include scenario-based questioning.

**Salary**: £18,500.00-£20,488.65 per year

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