Case Management Administrator

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

49603LS

INDMANJ