HCML

Administration

• Manage client reimbursements in accordance with relevant scheme rules and benefits
• Screen client ‘On boarding questionnaires’ in accordance with guidelines
• Support with new system testing, roll out of new procedures and develop new ways of working
• Arrange client appointment bookings
• Handle incoming and outgoing calls and signpost efficiently
• Provide front line support to customers, troubleshooting for technical issues they may be facing with use of our bespoke portals
• Chase clinical information in a timely and professional manner
• Process Data Subject Access Requests and escalations in accordance with the ICO guidelines
• Collate and present customer feedback and Net Promoter scores to management
• Implement weekly and monthly client membership amendments
• Conduct weekly patient facing reception duties and co-ordinate of our FRS clinic based in Barbourne - Worcester
• Process incoming communications (Post and emails) and action as required
• Manage office supplies and maintenance as required
• Ad hoc document formatting in line with company branding and quality management standards (Microsoft Word, Excel, PowerPoint, Visio, Adobe Acrobat)
• Greet visitors in an efficient and friendly manner to include preparation of refreshments for meetings
• Complete tasks requested to be completed required by management

Operational Support Administrator

Manager

• Deliver case management through the identification of possible reasons for ill health or injury
• Consider the most appropriate intervention needed to reduce the risk of employee being absent from work
• Shape outcomes by guiding line managers and HR
• Ensure employees can return to work safely and confidently
• Handle a combination of telephone and video consultations
• Collaborate across multiple departments
• Establish the current reason for ill health/injury and identify any underlying cause or contributory risk factors
• Communicate to the employee the multifactorial issues associated with the current episode of ill health/injury
• Access the most appropriate treatment intervention via the NHS or the private sector
• Help customers line management/HR/Health and Safety managers understand the implications of the assessment
• Work seamlessly with the onsite Functional Health Team to take referrals and provide tasks

Case Manager – Corporate Health

• Act as Deputy to the CLM Manager and Administration Manager, supporting operational delivery and people management across a team of c.20 staff
• Support coordination of workloads, capacity management, absence cover, and escalation of operational issues
• Contribute to team meetings, 1:1s, appraisals, and development discussions, supporting consistent management practice
• Assist with the management of escalated queries, complaints, and service issues, ensuring learning and resolution
• Support recruitment, induction, onboarding, and retention activity in collaboration with managers and HR
• Monitor adherence to service standards, KPIs, productivity, and revenue targets, escalating risks or pressures where appropriate
• Act as a role model for HCML values, professional behaviours, and quality standards
• Manage a defined fee-earning workload or caseload in line with service needs and business priorities
• Deliver work in line with contractual requirements, service standards, and agreed ways of working
• Maintain accurate documentation, charging, and invoicing in line with HCML financial and governance processes
• Communicate effectively with clients, customers (including insurers and solicitors), and internal stakeholders
• Work in line with agreed service standards, KPIs, and timescales
• Ensure effective and consistent use of HCML systems including CMS, MS Office, and other relevant platforms
• Identify opportunities for continuous improvement to processes, systems, and the customer experience
• Escalate risks, service pressures, or quality concerns to the appropriate manager promptly.

Operational Support Administrator

Case Manager – Corporate Health

Support Team Deputy Manager