Customer Service Agent

3 weeks ago

Durham, United Kingdom Premier Medical Group Full time

**Job Title: Medical Legal Case Handler**

Premier Medical Group Ltd are part of the Kuro Health Group and currently have fantastic opportunities available to join the expanding teams.

The key purpose of the Medical Legal Case Handler role is to proactively manage a portfolio of cases through their full life-cycle within given service level standards; to acquire the right medical information from the appropriate expert in line with internal deadlines.

At Premier Medical we are committed to putting clients at the heart of everything we do, whilst retaining and improving our conversion levels and delivering excellent service to our customers.

Our employees are trained to take full ownership of their cases from start to finish therefore establishing a good working relationship both internally and externally.

**Responsibilities**
- Establish good relationships with all stakeholders to enable a timely and successful conclusion on all aspects of the case(s).
- Manage a portfolio of cases with appropriate interventions.
- Liaise with the client, the instructing party, the expert and the medical-record providers as necessary to balance demands and ensure the case is managed within required service levels.
- Manage the client and instructing parties’ expectations, ensuring any unresolvable or challenging cases are escalated to senior colleagues.
- Process all instructions from the instructing party giving particular attention to time constraints and any special instructions.
- Liaise with the Client to ensure their active participation (particularly in regards acquisition of the LOA and attendance at the Appointment.
- Arrange a suitable appointment time and location for each client with the appropriate medical expert, taking appropriate steps to ensure appointments are attended.
- Obtain valid authority from the client to enable you to request their medical records.
- Request and verify appropriate medical records from each Provider
- Dispatch of soft-copy records
- Liaise with Others in the business to acquire, store and dispatch hard-copy records
- Employ the optimum means of communication to achieve the required outcome.
- Ensure communication is clear, concise and appropriate to the audience.
- Draft correspondence as appropriate ensuring good levels of comprehension, grammar and spelling.
- Ensure the Report is comprehensively checked to identify issues which fail to meet the required standard.
- Secure a quality, court-ready report in a timely fashion, ensuring the report meets the specific requirements of the instruction.
- Be mindful of costs incurred (expert costs, DNA fees, High or additional fees, etc) keeping such costs to a minimum, and ensure agreement is secured for the recovery of our invoices.
- Maintain a record of the case history, ensuring that all notes and actions taken are recorded on the case management software.
- Support others in the management of their cases

We encourage our employees to demonstrate a positive, can-do attitude and to take ownership of personal development and progression.

**Employee benefits**

Competency-based pay that progresses as you do.

Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.

**Job Types**: Full-time, Permanent

**Salary**: £19,636.50 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

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