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Case Management Coordinator

2 months ago

Manchester, United Kingdom The Portfolio Group Full time

The Opportunity

We are seeking an exceptional professional to join our team as a Case Management Administrator at The Portfolio Group. This is a unique opportunity to work with a leading provider of Employee Assistance Programs (EAPs) and Occupational Health (OH) services.

The Role

As a Case Management Administrator, you will be responsible for ensuring the efficient processing of counselling cases, maintaining compliance with internal and client Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). You will work closely with our clinical team to monitor the matching process and provide guidance to our external affiliate network and internal counsellors.

Key Responsibilities

  • Ensure all counselling cases are matched within 24 working hours and session confirmations are received within 12 working hours.
  • Monitor, mentor, and ensure the affiliate network is working in line with clinical governance and embracing short-term workplace counselling.
  • Ensure accurate records are maintained for affiliate network counsellors, updating system maps and databases as required.
  • Effectively monitor risk cases in accordance with risk policy.
  • Process and manage additional sessions requests, liaising with counsellors and employers to ensure timely completion.
  • Work on other projects as reasonably requested.
  • Ensure all individual and team KPIs are adhered to on a daily, weekly, and monthly basis.
  • Maintain confidentiality and discretion when dealing with cases or sensitive information.
  • Provide administrative support as required.

Requirements

  • Excellent communication and customer service skills.
  • Self-sufficient, innovative, and driven with the ability to work independently or as part of a team.
  • Good level of computer literacy (MS Office, Word, Excel, and PowerPoint).
  • Experience in data entry, scheduling, and diary management (desired but not essential).
  • Track record of meeting and exceeding KPIs and targets.
  • Ability to engage clients, colleagues, and management via telephone, face-to-face, or written communications.

Benefits

  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.
  • Access to Employee Assistance Program.
  • Free breakfast and social sessions.
  • Company incentives and access to discount schemes.