Clinical Services Coordinator

Location: Hybrid Working (Home/Office) – regular visits to Croydon office is desirable
FTE: 1.0 (Full Time – 37.5 Hours per Week) – preferred

Purpose of the role

• Line management of staff members, delivering the highest possible managerial standards, engaging and developing staff, capacity management, and recruitment
• Responsible for carrying through governance and management guided actions that maximises performance against departmental budget targets
• Responsible for ensuring operational consistency and excellence across the department, supporting service and customer management activities that delight customers and meet quality and service standards
• Responsible for supporting the onboarding of staff, planning & enabling delivery of training, and assessing suitability to deliver live operational services
• To work with Insured Health Management Team in supporting change implementation and working with support functions to ensure staff are able fulfil their roles to exceptional standards
• To support HCML’s aim of maintaining a high-quality, professional, and enjoyable working environment by embodying HCML values, embracing, and encouraging a supportive, open and team-centred environment, and celebrating our successes
• Contributing towards HCML’s success through identifying service development opportunities as they arise
• To make an effective contribution to HCML ‘ESG’ (Environment, Social & Governance) Ambitions through appropriate means, ensuring teamwide awareness and engagement

Key Responsibilities

Leadership

• Plan and prioritise own time and the delivery of the function in line with the best interests of HCML
• Proactively runs with managerial initiatives, supporting change and improvements effectively, charismatically working with wider Insured Health staff to help deliver positive outcomes
• Delivering managerial excellence and staff development alongside other Insured Health Management Team members
• Lead, manage and motivate all direct reports to provide an effective service, meeting agreed service levels and quality standards (ensuring excellent knowledge of service needs and aims)
• Promote a culture of wellbeing, engagement, continual development and high performance
• Represent HCML and its brand at events both externally and internally

Operational & Stakeholder Management – Operational

• Responsible for the line management of nominated staff
• Capitalise on team specific efficiencies, overcoming barriers and supporting continued change and improvement
• Ensure operational excellence is achieved by upholding methods and standards of delivery
• Contribute to the onboarding of staff through recruitment assistance, liaison with HCML support functions, planning and implementing effective training programmes, and assessing suitability for live service delivery (performance assessment and monitoring)
• Alongside Insured Health managers, oversee Insured Health administrative processes, ensuring support workflows are effective, customer-friendly, and support HCML in achieving its goals (inc. performance within agreed SLAs or parameters)
• Willingly and ably covering operational work as directed by line manager or other Insured Health managers, including providing continuity with complaint management services, leading by example with endeavour, enthusiasm and quality outputs
• Work alongside Insured Health managers in identifying barriers to service excellence and promoting solutions that provide desirable outcomes
• Ensuring compliance with regulatory and industry standards as per training and/or guidance by Insured Health managers
• Ensure managerial approach aligns with business area & company policies, taking responsibility for management processes where necessary (e.g. disciplinary investigations, grievance handling etc.)
• Proactively identify service improvement opportunities through effective service analysis, and by supporting projects guided by other Insured Health managers
• Work closely with HCML support functions to help maximise the effectiveness of staff, including benefits in utilisation, productivity and morale
• Work in accordance with HCML policies and procedures to promote and support Equal Opportunities, Diversity, Inclusion, Health and Safety, Environmental Sustainability and other relevant initiatives, and support compliance monitoring throughout Insured Health
• Work closely with Insured Health managers to enable effective management of all staff throughout the business area, completing investigations, reviews and audits as required and accurately analysing performance
• Provide constructive feedback to staff that supports staff development initiatives and improves performances
• Act as a departmental go-to for general day-to-day operational matters
• Deputise for Insured Health managers as requested by business area leads
• Engage in management meetings as requested, offering valuable contributions to operational-centred projects
• Fulfilling performance reporting duties, ensuring insight and opportunities for improvement are addressed in relevant forums
• Undertake quality assurance work across Insured Health services, including review of case manager reports to ensure the best possible standards are delivered to HCML customers

Operational & Stakeholder Management – Customer

• Operate in a cohesive and agile way to support Insured Health managers in providing exceptional customer management services that result in fantastic outcomes and customer retention
• Support customer management activities through attendance at relevant meetings, coordinating HCML-focussed actions as guided by Insured Health management leads
• Coordinate customer-led administrative updates within the business area (e.g. customer policy changes, service alterations etc.), ensuring team compliance and positive customer experience
• Contribute to innovative opportunities for service enhancement and expansion

Operational & Stakeholder Management – Supply Chain

• Work closely with Insured Health managers and HCML supply chain managers to ensure patient/end-user experience is well understood, and that service enhancements are meaningful, addressing issues that our end-users and customers care about
• Maintain and positively promote the credibility of our supply chain during interactions with key stakeholders, advancing HCML services where opportunities present (including evolution of our supply chain)

HCML Citizen

• Undertake any other duties required, commensurate with the grade and level of authority of the post
• Proactively identify, share and implement ways to continuously improve HCML as a business and employer
• Demonstrate and champion behaviours and attitudes consistent with HCML values
• Abide by the HCML policies and procedures in force, and remain up-to-date with any changes that may apply from time to time.

HCML Values

• Innovative – We are determined to make an impact. We take the initiative and are innovative in approach and insight.
• Dedicated – We’re dedicated to helping people achieve their aspirations, whether they’re a client, customer or colleague. We demonstrate compassion while maintaining high standards.
• Ethical – We’re motivated to make a positive impact in everything we do. We’re diverse, responsible and honest, and we care about our community and environment.
• Adaptable – We constantly push ourselves to be our best. We embrace change and focus on solutions. We look beyond now to deliver future value.
• Supportive – We achieve much more when we work together. We challenge ourselves and support each other to achieve the extraordinary.

Person Specification

Technical Skills & Qualifications

• Education to degree level or equivalent professional qualifications (desirable)
• Clinical degree (desirable)
• Demonstrates understanding of different stakeholders in the Healthcare market
• Advanced proficiency with all core Microsoft Office packages (Word, Excel, PowerPoint)

Experience

• Demonstrable experience with communicating with relevant stakeholders
• People & performance management experience
• Experience with MI, data analysis & business reporting
• Proven ability to educate and train stakeholders
• Experience with onboarding staff and training with excellent outcomes
• Proven track-record of identifying opportunities for improvement/efficiency
• Evidence of continued development and learning (staff & self)
• Experience with handling complaints and delivering positive outcomes
• Exceptional HCML service knowledge (desirable)
• 2+ years industry (rehab) experience (desirable)
• Experience with applying company policies (inc. HR – desirable)
• Experience of managing operational services (desirable)
• Track record of handling customer accounts (desirable)

Competencies

• Deciding & Initiating Action
• Leading & Supervising
• Working with People
• Persuading & Influencing
• Analysing
• Planning & Organising
• Delivering Results & Meeting Customer Expectations
• Coping with Pressures & Setbacks
• Adhering to Principles & Values
• Presenting & Communicating Information

All successful candidates will be subject to DBS checks.

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.