Rehabilitation Case Coordinator

3 weeks ago

Croydon, United Kingdom HCML Full time

**Location**: Croydon
**Hours**: 37.5 hours per week
**Status**: Full-time, permanent

**Purpose of the role**:
HCML are a leading provider of rehabilitation services nationwide to the corporate, general and private medical insurance sectors. This role is within our Treatment Services team responsible for helping to arrange treatment via our network of specialist treatment providers covering a wide range of treatment types but primarily physiotherapy, psychology, diagnostic imaging and specialist consultations. Full training is provided so no previous medical knowledge is required.

**Main job tasks and responsibilities**:

- Manage all cases from initial instruction to completion ensuring all aspects are completed in a fast, efficient and accurate fashion
- Become a service expert, able to learn all processes and procedures quickly and accurately and make recommendations for improvement
- Develop and maintain strong customer and supplier relationships through continual engagement and effective rapport building
- Be willing and able to handle any complaints, disputes or expressions of dissatisfaction from key contacts at both customers and suppliers
- Project confidence, competence and detailed knowledge of the service in all interactions
- Build relationships with key stakeholders to help generate more referrals and improve conversion %
- Use logic and deductive reasoning to establish the root cause of any issues and effective problem-solving skills to resolve them
- Use empathy and understanding to see situations from the perspective of all stakeholders and use this to inform decision-making

**Person specification**:
**Education and experience**:

- Proven track record of high-performance in a results-driven administration or customer services environment
- Comfortable managing senior stakeholders both internally and externally
- Demonstrable commitment to continuous improvement in yourself and/or others
- Successful track record of working with bespoke IT systems
- Previous experience of implementing improvements to systems and processes

**Key attributes**:

- Delivering Results & Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical, and orderly way
- Presenting & Communicating Information: Speaks clearly and fluently, projects confidence and credibility; ability to positively portray verbal information in a compelling manner; remains calm under pressure
- Writing & Reporting: Writes clearly, succinctly, and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.
- Working with people: Demonstrates an interest in and understanding of others; adapts to the team and builds team spirit; recognises and rewards the contributions of others; listens, consults others and communicates proactively
- Resilience: Perseveres and is optimistic when faced with setbacks; adapts to changing circumstances; makes positive use of opportunities
- Deciding & Initiating Action: Makes prompt, clear decisions, takes responsibility for actions, acts with confidence and under own direction, demonstrates proactivity
- Planning & Organising: Able to manage own time and plans to achieve set objectives; can effectively prioritise; monitors own performance against deadlines and milestones

**What we offer**:

- Competitive salary and annual pay review
- Employee referral scheme - £1250
- 25 days leave plus Bank Holidays
- Cycle to Work scheme
- Online learning and commitment to CPD
- Flexible working arrangements and home working available
- Online Yoga session and monthly Wellbeing webinars
- Company pension - 6% employer contribution

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