Administrator

at  Optima Health

Job Title: Customer Service Administrator
Location: Gilmour House, Kennington Lane, SE11 4LS
Salary: £27,352 per annum
Contract Type: Permanent
Hours: 40hrs per week, Monday – Friday
Right to live & work within the UK is required for this role.

ABOUT US:

The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.
Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation

ROLE SUMMARY:

The Customer Service Administrator is responsible for the day-to-day servicing of occupational health cases on behalf of Optima Health for its clients. Through administrative processing, proactive updates and query handling the role holder will ensure contractual KPI’s are hit, and a quality customer experience is delivered.

MAIN DUTIES AND RESPONSIBILITIES:

• To proactively support front line and administration processes and correctly log new management and self-referrals onto the case management system.
• Booking of and rescheduling of all types of appointments (OHP, OHA, Counselling, Physio and Technician) in line with KPI’s.
• Provide confirmation correspondence and email/telephone updates to clients and employees on all activities undertaken using the Cohort system.
• Actively chase older cases providing proactive updates to clients.
• Manage customer enquiries via telephone and all OH mailboxes ensuring queries are answered professionally in line with the customer charter.
• Manage complaints in line with Optima Health’s complaint handling process.
• Requesting and chasing of GP/third party reports and medical records
• Provide administrative support for clinicians.
• General administration tasks, including but not limited to, answering telephone, email and written correspondence, scanning and indexing of documents, filing, photocopying, shredding of confidential waste, incoming and outgoing post, diary management, purchase order requests and invoicing.

EXPERIENCE, SKILLS, AND KNOWLEDGE REQUIRED FOR THE ROLE:

• The successful candidate will be required to undergo security vetting for this role
• Previous administration experience
• Ability to work under pressure
• Solutions focused with an eye for detail
• Good IT / PC skills including Microsoft packages