Job Description
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.\n\nYou 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.\n\nDay To Day Responsibilities\n\nEnsure all counselling cases are matched within 24 working hours and session confirmations are received within 12 working hours\nTo monitor, mentor and ensure the affiliate network are working in line with clinical governance and embracing short-term workplace counselling\nTo process and manage additional sessions requests, liaising with counsellors and employers to ensure these are completed within a timely manner\nEnsure all individual and team KPIs are adhered to on a daily, weekly, and monthly basis\nTo maintain confidentiality and discretion when dealing with any cases, or sensitive information obtained as part of the role\nAnswering telephone calls and dealing with general departmental enquiries when required \n\nWhat You Bring To The Team\n\nExcellent communication and customer service skills\nSelf-sufficient, innovative, and driven with the ability to work independently or as part of a team\nGood level of computer literacy (MS Office, Word, Excel and PowerPoint)\nExperience in data entry, scheduling, and diary management (desired but not essential)\nTrack record of meeting and exceeding KPIs and targets and a desire to instil the same behaviours into the team (desired, but not essential) \n\nBenefits\n\n25 days' holiday, plus bank holidays\nDay off on your birthday\nCash plan for you (and your children, if any)\nHolidays increase after 2-and 5- years' service\nContractual sick pay\nPrivate medical insurance after 5 years' service\nPension Plan and Life Insurance\nPension plan contributions increase after 5- and 7-years' service\nHoliday season bonus after 3 years' service\nProfit share scheme\nSeason ticket loan scheme\nCycle to work scheme\nAccess to Employee Assistance Programme\nSocial sessions on the last Friday of the month with free food and drink - we call this Fab Friday!\nCompany incentives, access to discount schemes\nFree onsite gym with regular group classes \n\n49603LS\n\nINDMANJ