Provide the highest quality customer service to all of our customers.
Be the key liaison between our clinical teams, support functions and overall case owner, by ensuring that all cases progress in the agreed service level agreements and in line with process and protocols.
To deliver a range of administrative and support services to our Clinical teams, Clients and Client Employees including:
Dealing with both Inbound and outbound calls within company standards
Resolve daily case related queries that may come in via email or post in a timely manner.
Accurate recording of case notes
Requesting GP and specialist reports
Arranging and booking Independent medical appointments
Booking in Nurse and Doctor lead appointments on our internal systems
Ensure that all applicable fees are raised within correct timescales on each case to ensure effective billing
Ensure that Client Company HR Departments/ Line Managers are kept informed of case progress by liaising with clinicians as necessary.
Work planning/prioritising work daily to ensure that tasks are actioned in line with client service level agreements
Complete appropriate additional tasks under the direction of the Team Leader/Business Manager.
Excellent customer service skills
Excellent communication skills both verbal and written
Ability to work in a face paced environment to achieve targets and deadlines
Must be PC literate in the following packages:
Ability to work as part of a team and autonomously
Training will be given on bespoke in-house designed systems (e.g. HML Online)
- Clinical Governance
- Communication Skills
- Computer Literate
- Organisational Skills
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