Senior Rehabilitation Case Coordinator in Bristol

Location: Remote

Salary: £27,100

Status: Full-time, permanent

Purpose of Role

We provide health solutions, case management, injury rehabilitation and treatment services to the personal injury, private medical insurance and corporate markets. From minor to catastrophic life changing injuries, our experience, expertise, and strong professional relationships in the industry enable us to strike the right balance to get the best outcomes for our rehabilitation clients and those who support and represent them. As a Senior Rehabilitation Case Coordinator, you would be part of a key team communicating and coordinating with patients and third parties, supporting their rehabilitation journey.

Key Responsibilities

We are looking for a Senior Rehabilitation Case Coordinator to join our Treatment Services team to assist with a range of tasks from managing referrals from insurers and employers to arranging treatment for individuals through our supplier network. You’ll be instrumental in ensuring clients receive the right treatment at the right time. You’ll also be a role model guiding other team members with expertise and problem solving, coaching, providing operational support to the manager, and identifying continuous improvement opportunities.

Variety of Duties

• Overseeing your own caseload, managing cases all the way from initial instruction through to completion ensuring all aspects are completed efficiently and accurately.
• Liaise with insurers, solicitors, employers and suppliers to arrange treatment, and keep clients and customers informed throughout until treatment is completed.
• Create and manage case records on various systems and online portals to ensure a smooth journey for clients and customers.
• Help manage expectations and any concerns regarding cases by developing and maintaining strong relationships with everyone involved.
• Use logic and deductive reasoning to establish the cause of any complaints and work quickly to resolve them, on your own cases as well as being an escalation point for other team members.
• Take an empathetic, understanding and efficient approach when making decisions regarding an individual’s healthcare, taking into account the perspective of all parties.
• Manage and process invoicing from suppliers and billing to customers.

Person Specification

Experience

• Essential: Experience in a customer service or administrative role, with legal claims or health administration experience highly beneficial.
• Essential: Demonstrable experience working in a fast-paced and high-volume work environment.
• Essential: Experience working with customers over the phone and via email.
• Desirable: Experience within the insurance or medico-legal sector highly preferred.
• Desirable: Has an operational awareness and target driven to achieve department goals.
• Desirable: A previous Supervisor or Senior position advantageous.

Skills & Knowledge

• Essential: Focused on delivering an excellent service with absolute attention to detail and a right first time approach.
• Able to take an analytical approach to problem solving, using all the information available to find the best solution.
• Able to work independently and as part of a team to help coordinate treatments or resolve any issues.
• Has high quality, professional written and verbal communication skills.
• Desirable: Previous experience dealing with complex scenarios and complaints preferred.

Attributes

• Excited to learn new information and prepared to get to grips with the complex nature of the industry.
• Calm and confident in all communication, explaining things clearly verbally and in writing.
• Be proactive, supportive and a role model to other team members.
• Sets and maintains high standards of quality and conduct.

Qualifications and Training

• Essential: Confident working with a range of IT systems including Microsoft 365 and our own bespoke systems.
• Desirable: Ideally degree educated.

Benefits

• Competitive, market-related salary.
• 25 days of annual leave, plus bank holidays and birthday leave.
• Option to buy or sell holiday days each year.
• Company pension scheme with company contribution.
• Health Cash Plan with various levels of medical cover.
• Flexible working hour opportunities.
• Up to two Volunteering/Community Days.
• Working within a robust case management team of multi-disciplinary professionals in a successful, growing company.
• Company commitment to staff development, growth and progression.

Equal Opportunities Statement

HCML 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.