Client Liaison Manager in Croydon

HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We help people recovering from serious injury to achieve lasting recovery, guiding them through rehabilitation, community reintegration, return to work, and long-term support. Alongside this, we provide employers and employees with bespoke health and wellbeing solutions that tackle causes, prevent risks, and build a healthier, happier, and more productive workforce. With over 20 years’ experience, ISO-accredited clinical governance, and a certified Great Place to Work® culture, we deliver coordinated, compassionate, and outcome-driven care across insurance, corporate, legal, and private medical insurance markets. We’re also proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing, reflecting our commitment to supporting the growth, development, and wellbeing of our people.

Location: Remote

Salary: £28k-£32,500k

Status: Full-time, permanent

Purpose of Role: Under the supervision of a Specialist RCM, the Client Liaison Manager advocates, plans, and supports complex rehabilitation case management to help catastrophically injured clients achieve optimal independence. The role involves working closely with RCMs and multidisciplinary teams, managing care packages for clients with complex needs, and supporting Operations Managers and Clinical Leads. The manager ensures high-quality clinical and rehabilitation support, meets customer satisfaction, and achieves quality and revenue targets in line with contractual SLAs and personal KPIs.

Key Responsibilities:

• Build meaningful and professional relationships with clients, families, customers, and stakeholders to facilitate timely and effective rehabilitation goals.
• Attend client, customer, and corporate meetings, supporting the RCM with travel arrangements and taking minutes for MDT meetings, including producing notes and action points.
• Communicate to the highest written and verbal standards, managing challenging situations and keeping accurate case management notes in line with professional codes.
• Support the production and distribution of professional reports, referral letters, and general correspondence for effective client rehabilitation management.
• Deliver chargeable work to meet personal and team utilization targets, ensuring files are charged and invoiced appropriately.
• Work proactively and independently to manage tasks within agreed timeframes, using the Case Management System, Microsoft 365, and other technology to support service delivery.
• Monitor and escalate issues as needed to maintain high standards of customer and client service, including financial information on case files.
• Adhere to company policies and procedures regarding Health & Safety, Equal Opportunity & Diversity, and other relevant corporate responsibilities.

Person Specification:

• At least 3 years of clinical support/care and/or rehabilitation case management related experience.
• An understanding of NHS and/or Social Services provisions with relation to rehabilitation.
• Experience of having worked with individuals with potentially complex care and housing needs.

Skills & Knowledge:

• A caring and empathetic individual with excellent administrative skills and strong written and verbal communication abilities.
• Initiative and problem-solving skills, with the ability to work independently, set priorities, meet deadlines, and maintain excellent attention to detail.
• Good working knowledge of Microsoft 365 (Teams, SharePoint) and Microsoft Word, including formatting documents, using templates, and editing content, plus proficient IT skills to navigate and utilize HCML’s service delivery and support software.

Attributes:

• Ability to work autonomously as well as collaboratively within a team.
• Calm, efficient, and professional approach to work and client interactions.
• Strong sense of responsibility and commitment to maintaining high standards.

Qualifications and Training:

• Minimum 5 GCSEs including Math and English.
• Experience and/or qualification in Health and Social Care specific to the support and treatment of clients with complex rehabilitation/care needs including paediatrics, brain injury, complex mental health, spinal injury or major limb loss.

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.