Lead Therapies Team Business Coordinator

Company Ethos

Inclusion is a private healthcare provider with a professional, yet warm and compassionate approach. Inclusion employees and associates are expected to convey this approach to everyone they have contact with.

We understand that our clients expect a high quality and timely service, and as such everyone’s role within Inclusion is fundamental in ensuring we deliver on this expectation, providing Occupational Therapy services with understanding and care.

The Therapies Team

Our Therapies Team pride themselves in delivering a high quality, comprehensive and bespoke Occupational Therapy service to clients of all ages who have wide ranging OT requirements.

The team work in partnership with a wide variety of referrers and commissioners in order to be able to tailor our service to each referrer’s and client’s specific requirements. Our referral partners include case managers, solicitors, education authorities and other statutory services (eg ICBs), schools, charities, the client themselves, family members and care homes; all looking to find the right Occupational Therapist to work collaboratively with them and their client.

The team take time to understand the needs of each client. They ensure that the assigned therapist is the perfect match in terms of skills, knowledge, and experience, in order to be able to provide the optimum service with understanding and care.

Whether someone is looking for a skilled neuro rehabilitation OT in Essex; an experienced paediatric OT in London; a specialist postural management OT in Stoke; or an expert housing and equipment OT in Liverpool; our goal is to provide the ideal OT for them.

Scope of role

The person in role is responsible for handling all client enquiries and referrals into the team, from the point of initial contact through to case closure. This includes a wide variety of administrative tasks and has a requirement for attention to detail, excellent customer service and time management skills. Some examples of associated tasks include the identification of suitably skilled OTs to allocate work to, sending quotes and documents to referrers, ensuring all work is progressed through our internal processes and procedures and raising invoices/completing relevant book keeping tasks as appropriate. They will ensure that a high level of customer service is always maintained and that all new enquiries and active case workflow tasks are actioned within our KPI’s and service user expectations.

Continued change is part and parcel of a growing business. The postholder will therefore also need to be able to be flexible, embracing and adapting to change on a regular basis.

**Responsibilities**:

- Ensure an exceptional customer service experience is always received, in every step of their journey.
- Ensure GDPR and Data Protection responsibilities are always followed.
- Enquiries & Referrals: Organise and manage the Therapies Team Enquiry Service ensuring all enquiries are logged and responded to in a timely manner. Complete/submit quotes and follow up as appropriate to assist within the sales process.
- Case Load monitoring. Tasks include allocation of new referrals to relevant OTs; associate and client liaison; monitoring case progress through to completion; monitoring & reporting on KPI’s; identifying and escalating concerns to the Therapies Team Service Manager when required; creating and sending of quotes and invoices; closure of cases as appropriate and in line with Inclusion processes
- IT & Operations: Contribute to continual service improvements and development, ensuring best practice is embedded into all aspects of service delivery. Regularly review and implement improvements to all operational and IT systems used within the service to ensure optimal efficiency, reporting, priority planning and integration are achieved. Administer systems, entering data, updating records and send appropriate updates to the OTs and referrers. Quality assures all areas of administration undertaken within the service.
- Supporting Associate OTs with Case queries; IT concerns; reminders to help case progression within agreed KPIs; proofreading and invoice reminders & processing.
- Finance & Accounting: Create and send client invoices in line with specified processes, processing therapist invoices, finance monitoring and reporting for the service in conjunction with service manager.
- Ensure full service is provided to our clients in line with any SLA’s that may be agreed.
- Follow client specific instructions relating to key tasks such as data sharing, invoicing, regular communications, etc.
- Use supervision and team meetings to develop yourself and the service effectively.
- Other administrative support tasks as and when required by the team.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£35,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- On-site parking
- Sick