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Portfolio are proud to be exclusively representing our client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Case Management Administrator to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.
You will be an administrative wizard, who is focused on ensuring high levels of professionalism whilst working 'behind the scenes' of a clinical operation and adhering to internal and client KPIs and SLAs. The case management administration team manages all counselling cases, ensuring cases are processed efficiently, whilst also maintaining external affiliate network compliance. You will also be expected to monitor the journey of the matching process to ensure the external affiliate network, and internal counsellors, have any relevant coaching and guidance on processes.
Day To Day Responsibilities
- Ensure all counselling cases are matched within 24 working hours and session confirmations are received within 12 working hours
- To monitor, mentor and ensure the affiliate network are working in line with clinical governance and embracing short-term workplace counselling
- To process and manage additional sessions requests, liaising with counsellors and employers to ensure these are completed within a timely manner
- Ensure all individual and team KPIs are adhered to on a daily, weekly, and monthly basis
- To maintain confidentiality and discretion when dealing with any cases, or sensitive information obtained as part of the role
- Answering telephone calls and dealing with general departmental enquiries when required
What You Bring To The Team
- Excellent communication and customer service skills
- Self-sufficient, innovative, and driven with the ability to work independently or as part of a team
- Good level of computer literacy (MS Office, Word, Excel and PowerPoint)
- Experience in data entry, scheduling, and diary management (desired but not essential)
- Track record of meeting and exceeding KPIs and targets and a desire to instil the same behaviours into the team (desired, but not essential)
Benefits
- 25 days' holiday, plus bank holidays
- Day off on your birthday
- Cash plan for you (and your children, if any)
- Holidays increase after 2-and 5- years' service
- Contractual sick pay
- Private medical insurance after 5 years' service
- Pension Plan and Life Insurance
- Pension plan contributions increase after 5- and 7-years' service
- Holiday season bonus after 3 years' service
- Profit share scheme
- Season ticket loan scheme
- Cycle to work scheme
- Access to Employee Assistance Programme
- Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
- Company incentives, access to discount schemes
- Free onsite gym with regular group classes
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