Client Liaison Team Manager

Client Liaison Team Manager

Location: Croydon - Remote

Salary: £35,000-£40,000K per annum plus company benefits

Status: Full-time,

Hours: 9.00am - 17:30pm

Due to our business expanding, HCML is looking for an exceptional manager to help drive our organisation to the next level. They will be responsible for leading the Client Liaison Manager (CLMs) team to provide excellent client service and for overseeing and monitoring case management processes delivered by the team to support a specialist and growing team of rehabilitation case managers.

Leadership

• Managing current team of 8 CLMs that are office based and remote, completing team meetings, 1:1s and appraisals and facilitating personal development of direct reports.
• Ensuring team adherence for both productivity and revenue targets
• Dealing with customer complaints.
• Ensuring adequate staffing cross cover for absences and peaks in workload.

Rehabilitation Case Coordination

• Provide feedback to Operations Managers where you feel that processes/practices/systems could be improved
• Assist Case Managers to ensure that clients' files are charged and invoiced appropriately
• Be aware of customer requirements when delivering case management support services; mindful that you will be liaising with customers (insurers & solicitors), clients, medical and health and social care practitioners, amongst others.

Service Delivery and Systems

• Work in line with agreed service standards, KPIs and timescales in delivering full administrative services
• Facilitate your team to work with remote Case Managers to provide the highest level of service
• Regular and proficient use of the Case Management System (CMS), MS Office suite and other IT products/systems
• Be able to effectively escalate any matter to the appropriate individual(s) to ensure that HCML maintains its high standards of customer and client service provision.
• Be able to effectively monitor financial information on case management files and action appropriately

Other

• Some travel may be required in this role to complete face to face 1:1s, some attendance to the Croydon office may be required for inductions, meetings, training, and any other requirements of the business.

• 25 days annual leave
• Your birthday off
• 6% company pension contribution
• Bike to Work Scheme
• Medicash Health plan
• Enhanced Maternity/Paternity/Adoption and Shared Parental leave
• 2 voluntary days per year
• Long Service Awards
• Employee Wellbeing Seminars
• CPD opportunities
• Professional memberships paid for (role dependent)

• Excellent written and spoken English.
• Being highly organised and flexible to respond to changing priorities or project demands.
• Acting on your initiative without constant supervision
• Computer literate, including Microsoft 365 and SharePoint.
• Basic knowledge of governance and business compliance
• Previous demonstrable management or supervisory experience.
• Proven experience in providing general administrative support.
• Previous experience in a healthcare setting administrative role.
• 5+ years of work experience in a similar or related role

• You must be mature and reliable, have experience in managing or supervising people and the day-to-day running of a busy remote team. You need to have good IT and organisational skills, interpersonal and customer service skills as well as the ability to think and act outside the box. If you have the above, as well as being compassionate, caring, and empathetic then we would like to hear from you.

• Basic HR knowledge
• An understanding of the personal injury rehabilitation market and prior experience of having worked in the same market sector.
• An understanding of basic anatomy and physiology, common personal injuries, and rehabilitation methods
• An understanding of NHS and Social Services provisions with relation to rehabilitation

• Medical Secretary/NHS administration training
• Business/Management related qualification
• University level qualification

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