Client Operations Specialist

Job Description

POSITION: Open to permanent or FTC (6 months rolling)

LOCATION: Fully Remote - UK based only

HOURS: Full Time - 37.5 hours per week. Operating hours are Monday - Sunday 8am to 8pm.

START DATE: ASAP

SALARY: Will be disclosed in initial phone interview

United by our vision. Leading with empathy. Pioneers in curiosity.

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. 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.

Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services. You can find out more about us by clicking here!

Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.

“Great minds don’t think alike”

From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services.

OUR TEAM

As a Client Operations Specialist you 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 throughout our services.

You will play an integral role in ensuring clients positive experience in facilitating and enabling the client journey within our Neurodevelopment and Mental Health Services and be responsible for the smooth running of this journey.

The Client Operations Specialist will ensure that clients are prepared for their assessment or intervention with our services, 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 Client Operations Specialist will act as a client liaison between the client, the clinical team and third parties ensuring that the relevant information is provided promptly to those who need it.

You will also take responsibility for monitoring the client journey, contributing to ensuring planned timescales are met.

What you need to have

If you feel you could be a good fit for the role but do not meet all of the criteria, please do make an application and we will be happy to consider your application.

• + 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.

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 patient-sensitive documentation.
• Collect and distribute client and contract feedback.
• Deliver excellent customer service via email, chat and phone while meeting the desired Service Levels and KPIs.
• Provide amicable, professional and efficient support to clients and contracts to ensure prompt resolution and high satisfaction.
• Troubleshoot, triage and resolve client and contract-facing issues, escalating to the appropriate department when necessary.
• Provide guidance and act as a subject matter expert for our clinical services and systems.
• Help to train and onboard new team members.
• Prepare documents and presentations. Attend daily, weekly and monthly meetings; presenting will be often required.
• Occasional travel might be required.

What’s in it for you

• 33 days holiday (including 3 days for the Christmas closure between Christmas and New Year plus Bank Holidays)
• Birthday Leave
• "Life Leave" - 2 days of extra leave to take when things you can't plan for happen
• Enhanced family friendly policies
• Contributory Pension Scheme
• Work from anywhere policy
• Free access to co-working spaces
• Company laptop, monitor and keyboard, plus an allowance to purchase additional equipment
• CPD/Growth day per year, plus personal development allowance to invest in your growth
• Bespoke Healios Training including schedule of monthly CPD for clinicians

ACCOMMODATIONS

We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page

Healios is a Disability Confident Committed Employer and we are committed to inclusivity and equality for people with different needs in the workplace.

DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.

As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.