Client Administrator UK (On Call, Full-Time)

Client AdministratorUK

On Call Evening/Night Time

About TMC

Telemedicine Clinic (TMC) part of Unilabs since 2017 is a European leader in teleradiology and advanced diagnostics. We support more than 130 radiology departments across the UK Sweden Denmark and Norway and our 300 specialised radiologists report over 800000 cases annually. Our mission is to improve patient care through high-quality timely radiology reporting delivered with operational excellence.

At TMC we combine the professionalism of a healthcare organisation with the agility of a tech-enabled services provider. We are a diverse international and values-driven organisation that believes in collaboration innovation and doing business with care and integrity.

Department and Reporting

The goal oftheOperationsDepartmentis to deliver a service to our clients in a smoothefficientand correct way within set TAT(turnaroundtime)and with focus on ATAC(Accessibility Turn Around Times Accuracy Client Satisfaction).In the UK the Operations team consists currently of 2teams:Client AdminandCapacity Management (CM).The departmentmust deliver a servicein line with the needs andobjectivesof the clients. The clients are both customers and radiologists.

The service delivered in Operations is dividedinto4 areas:

• Customer Management(customers and radiologists)

• Clientobjectives(ensuring we deliver per set KPIsand with the expected quality andISO standards)

• Control of cases (controlof volumes language controland management of cases throughout the workflow)

• Implementations and Project management(implementing new clients or workflows)

Reporting:

TheClient Administratorreports to theClient Administrator Team absence of thisprofiletheClient Administratorreports directly to theHead of Operations and Capacity (HoOC).

Key Responsibilities

The Client Administratoris accountable forthe daily communication with clients and for cases control in accordance withthe set up defined by theHoOCand theClientAdministratorTeam Leads.

• Managingcommunicationwith clientsabout daily issues and resolve them as soon as possible to ensure that no email/calls are left unattended or pending. Keepingtrackofandreportall incidents requests andissuesfor each client so it can be presented to BU/Sales/Medical management whenrequested.

• Handlingdailycommunication with clients in the mostappropriate way(polite friendly customer-minded) to ensure client satisfaction.

• Introducingincoming data in our systems andcheckingthat outgoing reports are being delivered correctly to clients. Ensuring the documentationcontainsall essential clinicalor patient informationand preparethe cases in the mostappropriate wayto ensureefficientreading from the radiologists.

• Organizingown daily work so we can ensure to accomplish agreed KPIs for the hospitals. FlaggingtotheLead when there is a potential risk that tasks are delayed.

• InformingCM/BU managers about client issues so that planning can be reviewed.

• Recognizing and reportinginconsistencies discrepancies and errors.

• Manage requests to speak and incidents according to guidelines andwithindefined timelines.Managingad-hoc tasks such as volume control and requesting logins/informing clients about new radiologists.

• Basic training of radiologists in specific tasks related to Client Admin.

• Controllingcases throughout the workflow to ensure we manage within set TAT. Handlingpersonal and patient data according toguidelines.

What Were Looking For

• Used toteam work

• Ability to work with time constraintsand tohandle sensitive and difficultsituations tactfully

• Ability to work efficiently and accurately

• Not afraid of taking calls/managing complaints from clients.Service-minded

• Able toassistnew employees in training

• Used to computer work administrative tasks communication over email/phone with customers; medical knowledge is a plus

• Abilityto reorganize workload with short notice take on new tasks and ad hoc responsibilities / tasks

• Good levelof IT/Office knowledge especially Excel and ifpossibleexperience fromservicesector

• Be fluent in the languagefor the management of clients (English)
• Ability to work full-time 40 hours a week 10-hour night shifts on a 4-on/4-off rotation including weekends. Shifts will start between 5pm-10.15pm and will end between 4am-9.15am (several shifts available)
• Ability to come into the office approximately 1 shift a week

How to Apply

If this role resonates with you wed love to hear from you. Please apply via our careers website or contact our Recruitment team at emailprotected