Bracknell, England, United Kingdom
•Manage a team of Site Coordinators, ensuring they deliver effective support to customers and PIP assessors throughout the assessment process. •Manage absences, conduct regular 1:1s and team meetings to keep everyone aligned and supported. •Promote team wellbeing and engagement by creating a positive, open, and collaborative working environment. •Oversee the smooth running of multiple assessment centres, ensuring consistent Site Coordinator coverage, acting as the Health & Safety lead, responding to incidents and working closely with Facilities to resolve any issues. •Monitor contractual performance targets, ensuring standards are met and identifying any risks or challenges that could impact delivery.
•Accountable for ensuring optimum delivery across the assessment centres •Ensuring that each claimant receives a great experience, and that each HP is fully utilised in line with their expected capability, ultimately driven through effective session management. •Contribute positively to contractual SLA’s i.e. SLA1, claimants sent home unseen (CSHU) and waiting times. Also ensure that all internal KPI’s are met i.e. cancelation rate <2%. •Involvement and input of booking policies, creating and updating the rota and making sure the HP team diary is reflective of the rota and HP capacity. •Overseeing site coordinators and being the decision maker on cancellations and CSHU and correct use of guidance and reporting tools.
•Completing courtesy calls to confirm upcoming appointments, make any necessary changes and liaise with the claimant as well as potential appointees, support workers and housing associations. •Manage the health professionals and their arrivals board, ensuring it is up to date and appointments are managed appropriately. •Updating the daily tracker to reflect the outcome of all cases to check targets will be met.
• Diary management - booking clients appointments, taking payments, arranging care plans • Responsible for ensuring all front desk admin is up to date including recalls, filing, scanning, emails, cash up, product ordering plus health insurance administration • Being the energy and face at the front desk when greeting clients • Acting as a personal assistant to the chiropractor with secretarial and administation tasks
• To provide a general support role in front desk operations including diary management, taking client payment, solving any general client queries. • To provide an excellent client focused and unique experience whist ensuring clients remain on their care plans as recommended by the practitioner. • Delegating tasks to other clinic assistants and be actively involved in their training and progression. • Attendance of educational conferences to learn more about chiropractic in order to educate clients regarding the benefits of chiropractic care and a healthy lifestyle.
• Reactive and proactive selling to achieve growth and hit sales targets • Designing and implementing a strategic sales plan that expands company’s customer base and ensure its strong presence • Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs