Business: Mind Right
Location: Remote
Reports To: Service Support Team Leader

Role and Responsibilities

• To manage inbound referrals, allocating them to appropriate clinicians on our network whilst being mindful of and attentive to the needs of our customers.
• Process case documentation efficiently with attention to details to ensure all customer agreements are met.
• Be proactive with management of open case book and ensure suitable customer updates are provided with service level agreements
• Ensure invoicing processes are followed within service level agreements for both customers and clinicians.
• Ensure compliance with use of Mind Right’s case management system, ensuring all records are kept accurately and effectively.
• Work within key performance indicators and service levels agreements for all customers.
• To work with the operational managers to develop and manage operational processes that contribute to Mind Right achieving the position of market leader in the UK psychological services market.
• To support the operational managers to regularly review operational processes and procedures, including the mix between independent and salaried staff and utilisation of viable technology enhancements, to maintain a reducing trend in operational transaction cost.
• To identify and report any complaints promptly to ensure our prompt and effective investigations of any complaints or service failures. Support implementing appropriate remedial actions when required. To report on these issues and actions to the management team.
• To develop a full understanding of the clinical services of Mind Right. Working closely with the operational management and delivery teams to ensure that services meet the expectations of customers and using management information, provided by operations to prove the value of Mind Right services.
• Support with the training of new starters to the business
  Any other suitable responsibilities as directed by management

Corporate Responsibilities

• To work in accordance with all Mind Right policies and procedures and specifically support the company’s objectives and responsibilities in relation to health & safety, equal opportunities and diversity

Person Specification

Experience

• A relevant clinical background is desired but not essential
• Strong administration skills, desirably in a similar setting/health environment
• Experience of working with clinicians
• Ability to work efficiently with keen eye for detail, autonomously and within a team to achieve shared goals of the business.
• An understanding of the personal injury case management market, including motivating factors for key stakeholders
• An understanding of the absence management market, including motivating factors for key stakeholders