Client Support Coordinator - London, United Kingdom - Healios

Healios
Healios
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

CLIENT SUPPORT COORDINATOR

POSITION:
Fixed Term Contract (6 months)


LOCATION:
Hybrid - up to two visits per week in the London office (when required)


HOURS:
Full Time hours per week


CLOSING DATE:11th June 2023


START DATE:

ASAP

OUR COMPANY


Founded in 2013, Healios is a leading specialist digital healthcare company working to empower patients and families affected by mental health, autism and ADHD conditions to support long-term outcomes and wellbeing.

Our mission is to bring exceptional healthcare to anyone, anytime, anywhere.


Healios is pioneering the world's first digitalisation of NHS Mental Health Trust outpatient services, covering multiple complex specialist assessment and psychological intervention services.

By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.

You can find out more about us by clicking here


OUR TEAM


The Client Support Coordinator will be part of a team that focuses on ensuring our clients and their families have a positive experience by facilitating and coordinating the client journey within Services.


THE OPPORTUNITY


We are seeking a Client Support Coordinator to play an integral role in ensuring clients positive experience in facilitating and coordinating the client journey within Healios Neurodevelopment and Mental Health Services and be responsible for the smooth running of this journey.


The Client Support Coordinator will ensure that clients are prepared for their assessment or intervention with Healios, by providing them with the advice and information they need, arranging sessions and ensuring attendance at appointments.

Throughout the client's engagement with our clinical services, the Clinical Experience Coordinator will act as a client liaison between the client and the clinical team ensuring that the relevant information is provided promptly to those who need it.

The Client Support Coordinator will also take responsibility for monitoring the client journey, contributing to ensuring planned timescales are met, liaising with the senior clinical team as required.

To be successful in this role, below is what we would need from you:

  • + 5 years in client/customer-facing roles with exposure to a variety of CRM/Ticketing/booking systems
  • Administrative and organisational experience
  • Good time management and multitasking skills
  • Think outside the box approach to challenges
  • Experience working or supporting families of children and/or adults with additional needs
  • Excellent soft skills, manners and etiquette
  • Ability to communicate complex, highly technical and/or clinically sensitive information effectively, orally and in writing. Ability to adapt communication, taking into account varying needs
  • Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere
  • A genuine passion for supporting people to improve their lives
  • A desire to become part of a collaborative environment and share knowledge and learning for the benefit of all
  • A curious mindset that underpins your continuous drive to challenge the status quo to achieve better outcomes
  • A commitment to ethical practice and adherence to the highest standards of safeguarding adults/children
  • A professional home working environment with a minimum WIFI connection of 2 Mbps up and download speed
  • Experience working in an NHS/health setting will be a plus

WHAT YOUR RESPONSIBILITIES WILL BE

  • Keep the client at the heart of everything we do
  • Build strong relationships with your peers and stakeholders, and maintain excellent communication channels
  • Follow our internal processes and procedures to achieve excellence and ensure client safety
  • Enable service delivery by booking clients to their respective sessions, managing waiting lists and updating appointments when required
  • Support the clients during onboarding by ensuring all information needed is available before the sessions
  • Request, distribute and monitor client's reports, documents and letters within the agreed timeframe and secured channels
  • Update the client's profile and files as required. Maintain the client's clinical file up to date with any critical information you receive
  • Process and handle confidential patientsensitive documentation
  • Collect and distribute client and contract feedback
  • Provide amicable, professional and efficient support to clients and contracts to ensure prompt resolution and high satisfaction
  • Troubleshoot, triage and resolve client and contractfacing issues, escalating to the appropriate department when necessary
  • Help to train and onboard new team members
  • Prepare documents and presentations. Attend daily, weekly and monthly meetings; presenting will be often required

WHAT WE WILL PROVIDE FOR YOU

  • 33 days holiday per annum (including bank holidays and closure days)
  • Birthday Leave and "Life Leave"
  • Co
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