Customer Service Administrator

**Position: GP Case Handler (Permanent Contract)**

**Hybrid working available upon completion of training**

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

**Key purpose**

A GP Case Handler has the prime responsibility to work on behalf of our customers to undertake processing tasks and calls, to process GP cases from instruction to report within Customer and MedCo service levels.

**Responsibilities - the What**
- Process GP MedCo Instructions from our Customer and IP’s ensuring SLA’s relevant to both the customer and MedCo are adhered to.
- Upload all documents relevant to the case using Knowledge Lake.
- Complete notes on all cases, update tasks and activities as per process.
- Capture and record all relevant data from clients prior to arranging an appointment.
- Follow processes and procedures for the role, ensuring all tasks are undertaken accurately and to a high standard of quality.
- Make outbound contact with clients with the aim of ensuring MedCo guidelines are met and appointments are made within Service Level (SVL).
- Answer inbound queries from clients and customer in a professional manner, promoting the Premier Medical brand.
- Conduct non-clinical quality assurance of Medico-legal reports to ensure they meet the minimum standard as required by MedCo and are within Service Level.
- Ensure the data handled remains confidential and secure at all times.
- Contribute to the resolution of complaints or errors, learning from the process and personal feedback to make future improvements.
- Prioritise own tasks, informing senior colleagues in good time if deadlines cannot be met.
- Be aware of the needs of the customer and communicate regularly with customer-facing teams, responding positively to customer requests
- Maintain knowledge and understanding of current MedCo and Customer Standards.

**Behaviours - the How**
- Take ownership of allocated work within own area of responsibility.
- Delivering excellence to all internal customers and case managed teams.
- Building good working relationships with internal customers and maintaining effective and consistent communication channels.
- Take ownership of own personal development and progression.
- Work effectively with others to achieve goals and objectives that deliver results.
- Possesses a positive, can-do attitude.
- Adaptive to change and forthcoming with Ideas which bring about improvements.

**Core Competencies**
- Manage Relationships and Effective Communication
- Change and Innovation
- Ownership and Accountability
- Commercial Awareness
- Be Premier

**Person specification**

**Education and qualification**

Essential: GCSE C grade or equivalent

Desirable: Customer service NVQ or equivalent Level 2

Desirable: Business administration NVQ or equivalent Level 2

**Experience**

Essential: Basic Admin skills

Desirable: Proven administration skills in an office environment

**Skills and knowledge**

Essential: Ability to use standard Microsoft packages

Essential: Demonstrates good communication skills both verbal and written

Desirable: Has excellent IT skills with experience of data input and retrieval of information

Desirable: Demonstrates ownership and the ability to plan time effectively to deliver results

**Behaviour**

Essential: Thinks from the customers point of view

Essential: Collaborative approach to team work

Desirable: Has a flexible approach and can adapt positively to change

**Employee benefits**

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**: £20,673.00 per year

**Benefits**:

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

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Ludlow