Account Manager

**Clinical Pathways Coordinator/Account Manager**

**Salary**:£22,000 Pro - Rata

**Contract**:Permanent, Full-Time, 37.5 hours per week, Monday - Friday 9.00- 17.00

**Location**:Tynemouth, NE30 4AY

**Description**:
Our client is a team of Mental Health Professionals including Clinical Psychologists, CBT Therapists and Counsellors with clinics based in Tynemouth, Gosforth, Sunderland, Durham and Hexham.

They offer prompt access to excellent quality evidence-based talking therapy services, as well as specialist psychological assessments.

The organisation has an opening for a full-time Clinical Pathways Coordinator at their Tynemouth Clinic. This is an interesting and challenging role in a supportive, but pressured, environment. The role involves engaging clients at the point of enquiry andguiding them through the range of services and helping to match them up to the best fit therapist. You will then be responsible for supporting the client’s successful journey from assessment through to the completion of therapy. This opportunity is particularlysuited to a committed team player who possesses a positive attitude and has the desire to go above and beyond what is needed to support the client group. You will join the organisation at a time of growth and you can expect a friendly atmosphere, where yourinput will have a direct impact on the ongoing development and success of the business.

You will have a keen interest and awareness of mental health issues, with experience in this field an advantage, alongside client account management skills.

- Be passionate and dedicated to the cause
- Be honest, open and transparent
- Listen, understand and work together
- See solutions not barriers
- Pursue excellence through continuous improvement
**Job Purpose**:
To handle initial enquiries sensitively and supportively; guiding them into the service and to the most appropriate therapists to meet their needs.

To ensure the client experience is excellent throughout their journey in the service and onto successful completion.

**Key Responsibilities: Inbound Enquiries**
- Handle initial enquiries and progress these to a telephone consultation.
- Complete initial screening telephone consultation to assess needs, guide on appropriate services and progress the client through to booking or signpost to alternative services as required.
- Maintain up to date records to ensure that all clients are tracked and progressed through the system from enquiry to completion of initial appointment booking.
- Liaise with therapists as required to confirm case suitability.
- Liaise with third parties to confirm contracts / funding of some cases.
- Lead customers through the on-boarding process and guide them on the next steps as they move through the
- Maintain accurate data for all clients to track client’s progression.
- Be accountable for your performance against key performance indicators.

**Client Account Management**
- Be accountable for your assigned group of clients as they progress through therapy from onboarding to successful end of service.
- Develop and maintain a healthy customer relationship with all clients.
- Monitor the clients’ journey, identify those clients whose therapy has been interrupted and take relevant action to rectify any issues.
- Liaise with therapists as required to inform client account management.
- Maintain contact with clients at key points throughout their therapy journey to ensure they continue to experience service excellence.
- Monitor client satisfaction through regular feedback to support service improvement.
- Support operations team with tasks such as appointment bookings, policy authorisation checks or meet and greet as required to ensure that all clients’ needs are met effectively and to a high standard.
- Will have a minimum of 2 years experience in a mental health / customer success / account management / client management related role
- Will be highly personable and have a great manner when dealing with clients - as a key client contact it is critical that clients trust you, and know that you are acting in their best interests.
- Will be able to work independently and take a proactive approach to resolving issues identified in a client’s pathway
- Will be able to demonstrate a keen interest in mental health
- Will have an awareness of the issues that are relevant to working with this client group
- Have an ability to prioritise and work under pressure, whilst maintaining high standards of work
- Be flexible and work well within a team environment, having the confidence to seek advice and support when needed
- Have excellent communication skills and provide a seamless interface between the client, therapist and any stakeholders that may be involved in a client’s care
- Be able to manage workloads and work to deadlines.
- Be of smart appearance, with good time management skills.
- Be a good team player, with excellent oral and written skills.
- Possess excellent IT skills and adaptability in using a variety of software packages.
- Be well organised and a self-starter and have a willingness to make a positive contribution to the team effort.
- Be able to work from the Tynemouth, Tyne and Wear location and have the right to work in the UK.

**Benefits**:

- Company Pension
- Holiday Entitlement
- Opportunity for Progression within the Organisation
- Supportive management and team environment.

**Covid Secure Measures -** This role involves working within a clinic with other practitioners and staff, however the organisation have taken strict precautions and controls to protect visitors and staff. Measures include Social distancingand increased hygiene.