Client Administrator UK (On Call/Nights-Full Time) in London

Telemedicine Clinic (TMC), part of Unilabs since 2017, is a European leader in teleradiology and advanced diagnostics. We support more than 130 radiology departments across the UK, Sweden, Denmark, and Norway, and our 300+ specialised radiologists report over 800,000 cases annually. Our mission is to improve patient care through high-quality, timely radiology reporting delivered with operational excellence.

At TMC, we combine the professionalism of a healthcare organisation with the agility of a tech-enabled services provider. We are a diverse, international and values-driven organisation that believes in collaboration, innovation, and doing business with care and integrity.

The goal of the Operations Department is to deliver a service to our clients in a smooth, efficient and correct way, within set TAT (turnaround time) and with focus on ATAC (Accessibility, Turn Around Times, Accuracy, Client Satisfaction). In the UK, the Operations team consists currently of 2 teams: Client Admin and Capacity Management (CM). The department must deliver a service in line with the needs and objectives of the clients. The clients are both customers and radiologists.

The service delivered in Operations is divided into 4 areas:

• Customer Management (customers and radiologists)
• Client objectives (ensuring we deliver per set KPIs and with the expected quality and ISO standards)
• Control of cases (control of volumes, language control, and management of cases throughout the workflow)
• Implementations and Project management (implementing new clients or workflows)

The Client Administrator reports to the Client Administrator Team Lead. In absence of this profile, the Client Administrator reports directly to the Head of Operations and Capacity (HoOC).

Key Responsibilities

• The Client Administrator is accountable for the daily communication with clients and for cases control in accordance with the set up defined by the HoOC and the Client Administrator Team Leads.
• Managing communication with clients about daily issues and resolve them as soon as possible to ensure that no email/calls are left unattended or pending.
• Keeping track of and report all incidents, requests, and issues for each client so it can be presented to BU/Sales/Medical management when requested.
• Handling daily communication with clients in the most appropriate way (polite, friendly, customer-minded), to ensure client satisfaction.
• Introducing incoming data in our systems and checking that outgoing reports are being delivered correctly to clients.
• Ensuring the documentation contains all essential clinical or patient information and prepare the cases in the most appropriate way to ensure efficient reading from the radiologists.
• Organizing own daily work so we can ensure to accomplish agreed KPIs for the hospitals.
• Flagging to the Lead when there is a potential risk that tasks are delayed.
• Informing CM/BU managers about client issues so that planning can be reviewed.
• Recognizing and reporting inconsistencies, discrepancies, and errors.
• Manage requests to speak and incidents according to guidelines and within defined timelines.
• Managing ad-hoc tasks such as volume control and requesting logins/informing clients about new radiologists.
• Basic training of radiologists in specific tasks related to Client Admin.
• Controlling cases throughout the workflow to ensure we manage within set TAT.
• Handling personal and patient data according to guidelines.

What We’re Looking For

• Used to teamwork
• Ability to work with time constraints and to handle sensitive and difficult situations tactfully
• Ability to work efficiently and accurately
• Not afraid of taking calls/managing complaints from clients. Service-minded
• Able to assist new employees in training
• Used to computer work, administrative tasks, communication over email/phone with customers; medical knowledge is a plus
• Ability to reorganize workload with short notice, take on new tasks and ad hoc responsibilities/tasks
• Good level of IT/Office knowledge, especially Excel, and if possible, experience from service sector
• Be fluent in the language required for the management of clients (English)
• Ability to work full-time 40 hours a week, 10-hour night shifts on a 4-on/4-off rotation including weekends. Shifts will start between 5pm-10.15pm and will end between 4am-9.15am (several shifts available)
• This is a hybrid position. You should be able to come into the office approximately 2 night shifts a month. Please note that there will be a 2 week night shift training period on-site.