Client Support Specialist - FTC

Job Description

POSITION: Fixed Term Contract (6 months)

LOCATION: Fully Remote or Hybrid (office based in London)

HOURS: Full Time - 37.5 hours per week

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 Specialist 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 Specialist 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 Specialist 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 Client Support Specialist 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 Specialist 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 customer service with exposure to a variety of CRM/Ticketing/booking systems
• + 2 years experience in non voice channels
• Tier 1 and Tier 2 troubleshooting experience
• Good time management and multitasking skills
• In-side sales (leads conversion) experience will be a plus
• Experience with BAP customer support channels
• Think outside the box approach to challenges supported by logical thinking
• 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

WHAT WE WILL PROVIDE FOR YOU

• 25 days (including 3 days for the Christmas closure between Christmas and New Year + Bank Holidays)
• Birthday Leave
• "Life Leave" - 2 days of extra leave to take when things you can't plan for happen
• Contributory Pension Scheme
• Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Critical Illness Cover, Employee Discounts and Savings Portal, Cycle to Work Scheme, Tech Scheme, Charitable Giving and Wine Club!
• Work from anywhere policy
• Enhanced family friendly policies
• 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
• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered
• Autonomy to shape and design world leading clinical pathways that harness the power of combining technology with evidence-based interventions and a human touch
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

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.