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Salary About the RoleOur team of Clinical Assistants support our services through regular liaison with patients, customers, and treatment providers, via phone, email, and text message. The role provides exposure to case management processes and incorporates some customer experience support, through dealing with incoming complaints and feedback from patients and/or customers. This role will therefore suit individuals with excellent verbal and written communication skills, great attention to detail and those who are able to organise their time effectively to manage competing and often changing priorities.
Job OpportunityKey Responsibilities:
Handling calls from patients, customers or treatment providersDealing with queries relating to the status of a case, a recent treatment referral or booking in a clinical assessmentSupporting our Absence Management services with processing new referrals and contacting clients and customers to arrange appropriate clinical assessmentsSupporting the Customer Experience Consultant with capturing patient and customer feedbackAble to work hybrid from home and office (Croydon or Manchester)Willing to work shifts (typically covering early to late shifts between 8am and 6.30pm)
Essential SkillsEssential experience:
Relevant Clinical Degree (Sports Therapy/Sports Rehabilitation)
Have experience in delivering a high standard of customer service or administrative duties
Good attention to detail with the ability to work quickly and accurately in a fast paced environment
Good customer service skills, empathetic and looking to go above and beyond for resolution
Strong IT literacy skills including MS Office
Excellent communication skills with the ability to build and maintain strong working relationships with internal & external customers
Holds or can obtain membership with BASRaT or SST
Desirable experience:
Relevant industry experience (healthcare/insurance)
Complaints and claims management experience (knowledge of FCA regulations highly beneficial)
About CompanyHCML was established in 2003 and is a leading service provider in the rehabilitation and case management arena. Providing services to the insurance, corporate and legal sectors, HCML assists injured and ill individuals to recover and return to work or their pre-injury condition. We are passionate about ensuring that everyone who requires rehabilitation in the UK has access to quality, effective, co-ordinated services. We deliver added value to our clients by facilitating both speedy recovery and strong clinical outcomes, including managing appropriate treatment and care.
DE&IHCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships
Benefits25 days annual leaveYour birthday off6% company pension contributionBike to Work SchemeMedicash Health planEnhanced Maternity/Paternity/Adoption and Shared Parental leave2 voluntary days per yearLong Service AwardsEmployee Wellbeing SeminarsCPD opportunitiesProfessional memberships paid for (role dependent)
