Admin Team Leader

**Mental Health Administration Team Leader**:
**About Us**:
Teladoc Health is the world’s leading virtual care provider, delivering care to over 20 million members across 125 countries. Teladoc formally entered the UK virtual care space in 2019 offering the only comprehensive virtual care solution spanning telehealth GP services, mental health support, expert medical opinion, and nutrition consultations. We work with the world’s leading life, health, accident, travel and general insurers, other large corporates, affinity groups, and the NHS to deliver industry-leading, award-winning virtual healthcare services to their policy holders, employees, and patients.

**Position Summary**:
Become part of the Teladoc Health mission in transforming how people access healthcare. Providing a new kind of healthcare experience, one with better convenience, outcomes and value.

**Contract type**:Permanent
**Annual salary**:£27,500 per annum
**Hours of work**:Monday to Friday 9am to 5.30pm, 40 hours per week,
**Location**:hybrid of remote and office based (a minimum of 2 days)

**Role and Responsibilities**:
**Management responsibilities**:

- Provide support to the Customer Service Manager as required.
- Manage a team of customer service agents, responsible for their performance management & coaching.
- Supporting the Clinical Leads in multiple capacities including but not limited to investigations, SalesForce, EODs, clinician calendar management and attending clinicians meetings
- Ensure all probation reviews, monthly 1:1 discussions, performance and audit feedbacks are completed within agreed timescales and documented.
- Support completion of compliance training modules for team members & ensure all compliance training modules for yourself are kept up to date.
- Ensure the quality of the service by undertaking call audits and monitoring work completed by the team.
- Identify and determine training needs, promoting continuous improvement; share best practice and measure training effectiveness.
- Encourage growth and development within the team, identifying opportunities for all team members to participate in continuous improvement.
- Manage sickness, absence and conduct issues in line with company policy.
- Be a point of contact for complex queries, tech issues, process errors and team issues
- escalating where required.
- Escalating and resolving issues.
- Providing detailed reporting to Customer Service Manager
- Carry out regular team catch-ups.
- Undertake ad hoc projects and assist with special projects as required.

**Psychology and Nutrition Admin Responsibilities**:

- Responsible for organising and maintaining Teladoc Health’s Mental Health assignment, administration and rota
- Setting up Mental Health consultations, liaising with the patient checking against Mental Health calendar
- Monitoring systems to ensure no consultations requests are missed
- Contacting patients to go through ID check process and chasing where necessary
- Point of contact for Teladoc Health’s Mental Health Practitioners, including maintaining and responding to internal queries and communications
- Coordination and communication with other Teladoc Health global offices when required
- Updating and maintaining accurate customer records on our database, including uploading reports and consultancy notes
- Assisting with outbound calls to our team of healthcare professionals and 3rd party medical facilities such as GP practices
- Liaising with clients regarding patient care and provision of services
- Data entry
- Provide administrative support to Customer Service Manager and UK office managers
- Taking an active role in business-wide projects where appropriate

**Skill Requirements/Preferences**:

- Creative approach to problem solving and commitment to continuous improvement.
- Clear communication skills and ability to handle difficult problems.
- Ability to adapt to changing demands and experience of working in fast paced team.
- Able to work independently as well as to contribute effectively to the team.
- Excellent communicator - written and verbal.
- Keen eye for detail, punctual, organised and empathetic.
- Proactive approach to their work.
- Experience dealing with enquiries via an array of platforms including in-house office communications (Microsoft Teams).
- Leadership Skills
- Motivational Skills
- Self-Motivation
- Strong Relationship Building

**Education Requirements**:

- Demonstratable experience in a customer facing role.
- Proficiency in MS Office and in database software
- Product Knowledge and Industry Experience
- Employee Training Experience
- Team Leadership Experience

**Employee Benefits**:

- Pension contribution at the rate of 8% fully paid by Teladoc (up to £50K of salary)
- Private medical insurance
- Annual paid leave entitlement of 25 days plus public holidays (pro-rata)
- Employee Assistance Programme (EAP) with access to free financial, legal and lifestyle, advice, as well as counselling and Mental