Rehabilitation Case Coordinator

**Location**: Hybrid Working Croydon/Home Based
**Hours**: Part-time and full-time available
**Status**: Permanent
**Salary**:£19-25,000 depending on experience

**Purpose of the role**:
Due to our expanding team, we are hiring proactive and diligent administrators to assist with the delivery of non-clinical services to agreed standards to our customers and clients, supporting Case Managers and Operations Managers of the Multi-track and CAT teams, to provide rehabilitation services through the provision of administrative support. Responsible for customer delight and meeting quality and revenue standards in line with contractual customer agreements and personal Key Performance Indicators (KPI).

**Key responsibilities**:
**Client & Stakeholder Contact & Liaison**:

- Be able to build meaningful and professional relationships with clients and families, customers, and all other stakeholders involved in cases to facilitate clients in achieving their rehabilitation goals in a timely, efficient, and effective manner.
- Willing and able to support the RCM with travel arrangements and transport to/from meetings and visits.
- Written and verbal communication of the highest standards and to manage potentially challenging situations.
- Keeping of contemporaneous case management notes in line with codes of case management practice.
- Support the production of professional reports, referral letters and general correspondence to assist in the effective management of clients’ rehabilitation.
- Be aware of customer requirements when delivering rehabilitation case management services; mindful that you will be liaising with customers (insurers & solicitors), clients, medical and health and social care practitioners, among others, all within the personal injury market.
- Promote professional and corporate relations to grow HCML’s brand.

**Customer Profitability**:

- Deliver chargeable work to achieve agreed personal and team-based revenue targets, in line with agreed working practices and contractual customer agreements.
- Provide feedback to Operations Managers where you feel that processes/practices/systems could improve the customer experience and/or drive improved ways of working.
- Assist Case Managers to ensure that clients’ files are charged and invoiced appropriately in line with agreed working practices and contractual customer agreements.

**Service Delivery & Systems**:

- Work in line with agreed service standards, KPIs and timescales in delivering full administrative services including, answering of direct and hunt group calls (dealing with the query, taking messages, case noting and actioning where relevant); printing; copying; dealing with incoming and outgoing post and faxes; scanning; producing and editing documents; data input; and working directly under the guidance of a Case Manager or Operations Manager.
- Work proactively and independently to manage own task list within agreed timeframes; work to independently and in communication with Case Managers and Operations Manager, prioritise work appropriately as the task requires.
- Regular and proficient use of the Case Management System (CMS) MS Office software, internet, intranet, fax, scanners, printers, and other databases.
- Able to locate and evaluate the appropriateness of a service or treatment provider to effectively support the needs of clients; be able to effectively monitor this provider and seek guidance from Case Managers or Operations Managers as required.
- Assist Case Managers in the organisation of tasks, diary management and the booking of services/travel as required.
- Able to effectively escalate any matter to the appropriate individual(s) to
- Ensure that HCML maintains its high standards of customer and client.
- Service provision.
- Able to effectively monitor financial information on case management files and relay this information to case managers as required or co-ordinate an action directly based on this information as required.

**Corporate Responsibilities**:

- Work in accordance with policies and procedures in relation to Health & Safety, Equal Opportunity & Diversity, and all other company policies relevant to your role (available from the company intranet).

**Other**:

- Actively and collaboratively engage in HCML’s 1:1 and appraisal process as a means of facilitating your personal development, setting personal career objectives, monitoring your performance, and measuring the achievement of your objectives.
- Any other projects or tasks relevant to the team or department as directed by the Operations Managers or Specialist RCM.
- Actively support colleagues and managers to promote a collaborative, inclusive, innovative, and professional work environment.
- Attend and engage with HCML’s in-house CPD and case clinic sessions.
- Maintain professional registration (where relevant) through regular attendance at CPD events and continuous (and documented) reflective practice.
- Complete HCML’s induction process and en