Customer Service Admin

6 months ago

London, United Kingdom Optima Health Full time

**Job Title**: Customer Service Administrator
**Location**: London, SE11
**Salary**: £25,800 per annum
**Contract Type**: Permanent
**Hours**: Full time

**About Us**

The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.

**Role Summary**

The Customer Service Administrator is responsible for the day to day servicing of Occupational Health cases on behalf of Optima Health for its clients. Through administrative processing, proactive updates and query handling the role holder will ensure contractual KPI's are hit and a quality customer experience is delivered.

**Main Duties and Responsibilities**
- To proactively support front line and administration processes and correctly log new management and self-referrals onto the case management system
- Booking of and rescheduling of all types of appointments (OHP, OHA, Counselling, Physio and Technician) in line with KPI's.
- Actively chase older cases providing proactive updates to clients.
- When difficulties are encountered proactively update referring managers with solutions.
- Correctly log all activities and notes within the case management system ensuring it is up to date at all times.
- Processing of any work items and administrative workflows within the Cohort system
- Manage customer enquiries via telephone and all** **OH mailboxes ensuring queries are answered professionally in line with the customer charter.
- Generate medical and health surveillance recalls through the Cohort system, actively managing reminders, receipt of questionnaires, and appointment booking
- Process and respond to all requests for information made under the General Data Protection Regulation 2018. (Obtaining guidance where needed)
- Proactively manage urgent and DPS related cases ensuring the next case steps are fast tracked, the customer is fully updated and the case age is minimised.
- Manage complaints in line with Optima Health's complaint handling process.
- Requesting and chasing of GP/third party reports and medical records
- Provide administrative support for clinicians
- Ordering of goods and consumables where appropriate
- Organising visitor passes and car parking spaces where required
- Booking of meeting rooms and arranging couriers upon request

**Experience, skills and knowledge required for this role**
- Good written and verbal communication skills.
- Excellent attention to detail
- Able to meet targets and deadlines.
- Able to work under pressure and against challenging timescales
- Solutions focused
- Good IT / PC skills including Microsoft packages. Enthusiastic, proactive and self-motivated

**What Can We Offer You?**
- Competitive salary
- Excellent training and development opportunities
- Plenty of career progression opportunities
- Extensive induction with ongoing mentoring and support from some of the top Occupational Health professionals in the industry
- 25 days annual leave + Bank Holidays
- Fantastic pension scheme
- Eye care test vouchers
- Flu jabs
- Reward Scheme
- Share save scheme
- Buy and sell holiday scheme
- Life assurance
- Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation._

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