Location: Manchester City Centre (Hybrid Working)
Salary: £26,772 per annum (FTE)
Status: Fixed Term, 3 month Contract
Working Hours: Mon to Fri 9am to 5.30pm with 1 hour break (37.5 hours)
HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We’re proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing, reflecting our commitment to supporting the growth, development, and wellbeing of our people.
We’re seeking a proactive Clinical Assistant for a short‑term fixed-term contract to support our rehabilitation and case management services. You’ll coordinate referrals, manage case administration and liaise with patients, customers and providers to ensure smooth, timely service delivery. This role suits someone organised, detail‑focused and customer‑centric, with a background or interest in healthcare, rehabilitation or psychology. Strong communication skills, the ability to multitask and a passion for improving patient outcomes are essential, along with a collaborative mindset and willingness to learn within a fast-paced environment.
The Clinical Assistant role supports the effective delivery of HCML’s rehabilitation and case management services through high-quality administration, coordination and customer support. Working closely with Rehabilitation Case Managers, patients, customers and treatment providers, the role helps ensure cases progress efficiently, referrals and assessments are arranged promptly, and communication is accurate, timely and professional.
The role offers exposure to case management processes and is suited to individuals with a clinical, health, rehabilitation, psychology or customer service background who are looking to develop their experience within case management, while contributing to positive patient outcomes, strong customer experience and effective service delivery.
Provide rehabilitation administration and service coordination support to Rehabilitation Case Managers and operational teams.
Liaise with patients, customers and treatment providers via phone, email and digital channels, responding to queries about case status, referrals, appointments and next steps in a timely, clear and professional manner.
Process referrals and coordinate assessment or treatment activity, including contacting patients, customers and providers, arranging appointments, tracking progress and ensuring activity is completed accurately and in line with agreed service standards and SLAs.
Maintain accurate, timely and compliant updates within case management systems and associated records.
Provide first-line, non‑clinical support in relation to customer feedback or complaints, escalating appropriately in line with policy.
Work collaboratively with operational colleagues to ensure smooth service flow and positive customer outcomes.
Provide flexible administrative support during periods of peak demand, helping to maintain service continuity within agreed role boundaries.
Escalate clinical, safeguarding or complex issues promptly and appropriately in line with agreed protocols and governance arrangements.
Experience
Experience in customer service, healthcare, insurance, rehabilitation or administrative environments (desirable)
Experience handling customer queries via phone, email and written communication
Experience managing records, processes and working to service standards
Experience working within a team environment, ideally supporting multi-disciplinary teams
Experience handling customer feedback, complaints or resolving service issues (desirable)
Exposure to health insurance, absence management, FCA-regulated environments or case management services (desirable but not essential)
Skills & Knowledge
Excellent verbal and written communication skills
Strong organisational skills with the ability to manage competing priorities
Attention to detail and accuracy in record-keeping and administration
Ability to follow processes and adhere to service standards
Ability to work collaboratively with Rehabilitation Case Managers and wider teams
Confident use of IT systems and digital communication tools
Understanding of when and how to appropriately escalate issues
Knowledge of customer service best practice principles
Awareness (or willingness to learn) of rehabilitation, case management, or healthcare services
Attributes
Professional, empathetic and supportive approach to customer interactions
Strong team player with a collaborative mindset
Proactive and self-motivated with the ability to take ownership of tasks
High level of integrity and sound judgement
Adaptable and able to work in a fast-paced environment
Passionate about delivering excellent customer service
Committed to achieving positive patient and customer outcomes
Willingness and motivation to learn and develop within the role
Qualifications and Training
Medicash Health Cash Plan: Which includes ability to claim back dental, optical, and chiropody costs. Plus, add your dependent children for free! + 24/7 Digital Health: Round-the-clock access to a virtual GP helpline and an Employee Assistance Programme (EAP) + Mental Health Support: Up to 8 fully funded face-to-face counselling or CBT sessions
Pension Scheme & Pension Salary Sacrifice
Peace of Mind: Rest easy knowing your loved ones are protected with a Death in Service benefit equal to 4x your base salary
Payroll Giving: Support the causes you love directly from your gross pay
Annual Leave: 25 days, plus Birthday Leave to celebrate your special day
Flexibility: Option to buy or sell up to 3 days of holiday each year
Giving Back: Up to 2 fully paid Volunteering/Community days per year
Family First: Enhanced, generous Maternity and Paternity policies, alongside comprehensive Company Sick Pay
Professional Development: We fund professional subscriptions and registrations (including CMS UK and HCPC) post-probation, alongside internal promotion and secondment opportunities
Rewarding Excellence: Annual pay reviews, discretionary bonus schemes, and regular staff awards to celebrate your hard work plus a regular events and activities throughout the year
Equal Opportunities Statement:
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.
