Job Title: Physiolink Case Handler
We are seeking a dedicated and detail-oriented Case Handler to join our team. The ideal candidate will play a crucial role in ensuring efficient operations by managing data entry, communicating effectively with clients, and providing exceptional service.
To manage, proactively, a portfolio of Physio link cases through their full life-cycle, within given service level standards; to convert leads to instructions and upon completion of treatment invoice accordingly, in line with internal deadlines.
Responsibilities- The what
· Process, accurately, all instructions from the instructing party
· Make contact with the client to complete triage and instruct medic
· Process medic responses appropriately, source suitable treatment company from database and issue instructions
· Make and receive phone calls from the client, the instructing party, the medic and the treatment providers
· Draft correspondence using the templates provided
· Secure completion of the required treatment and process discharge and invoice
· Maintain a record of the case history, ensuring that all notes and actions taken are recorded on the case-management software
Manage the client and instructing parties’ expectations, ensuring any unresolvable or challenging cases are escalated to senior colleagues
Behaviours- The how
· Take ownership of all cases from start to completion
· Take responsibility for delivering an excellent service to all our clients, including internal and external customers
· Establish good working relationships both internally and externally
· Maintain effective and consistent channels of communication
· Take ownership of personal development and progression
· Work effectively with others to achieve goals and objectives that deliver results
· Demonstrate a positive, can-do attitude
· Adapt to change and be forthcoming with ideas which bring about improvements
Core Competencies
· Customer service – Standing in the shoes of our clients and customers
· Engagement and communication – Understanding and being understood
· Self-Development and commitment to learning – Being the best you can be
· Team work – Working with others to achieve more
· Results focused – Getting the job done
Change and innovation – Turning good into great
Person Specification- Education and qualification
Essential-
- GCSE C grade or equivalent
Desirable-
- Customer service NVQ or equivalent Level 2
- Business administration NVQ or equivalent Level 2
Experience
Essential-
- Has experience of dealing with customers on a regular basis either face to face or over the phone
- Has basic administration skills – not necessarily office based
Desirable-
- Is experienced in handling frequent in-bound and
- out-bound calls
- Has proven administration skills in an office environment
- Has experience of complaints handling and customer careSkills and knowledge
Essential-
- Is able to use standard Microsoft packages
- Demonstrates good communication skills, both verbal and written
Desirable-
- Has excellent IT skills with experience of data input and retrieval of information
- Demonstrates ownership and the ability to plan time effectively to deliver results
Behaviour
Essential-
- Demonstrates an understanding of the customers’ needs
- Has a willingness to develop knowledge as required by the role
Desirable-
- Thinks from the customers’ point of view
- Has a collaborative approach to team work
- Has a flexible approach and can adapt positively
- to change
Employee benefits
We offer a competitive benefits package including flexible working arrangements, enhanced maternity & paternity, medical cash plan, company sick pay, 5% matched pension, up to 27 days paid holiday (subject to length of service increments) plus bank holidays on top and option to top up by 5 days per year through our flexible leave scheme.
If you would like the opportunity to be part of our market leading organisation, please email us your CV today.
Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.
Kuro Health actively promotes equality of opportunity for all. Diverse perspectives and experiences are important to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
We want to ensure you are not put at disadvantage during our recruitment process because of a disability, condition, or impairment. If you need reasonable adjustment or a change to be made so that you can make your application, please contact us at [email protected].
We are a Disability Confident Scheme (DCS) employer for candidates with disabilities who meet the minimum selection criteria.
Job Types: Full-time, Permanent
Pay: £24,851.22 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Sick pay
Work Location: Hybrid remote in Durham DH1 1TW
