Client Operations Specialist

Client Operations Specialist

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. 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.

Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services. You'll be part of the team responsible for helping our clients and their families move smoothly through their journey with Healios.

As a Client Operations Specialist, you'll coordinate the operational aspects of the client journey across our Neurodevelopmental and Mental Health Services, making sure clients are prepared for their assessments or interventions, have the information they need and know what to expect at each stage.

You'll act as an important link between clients and families, our clinical teams and other stakeholders. This could include arranging appointments, supporting onboarding, gathering information and documentation, responding to queries and making sure important information reaches the right people at the right time. You'll also monitor clients' progress through our services, identifying and resolving issues that could cause delays and helping us deliver care within expected timescales.

Most importantly, you'll provide a compassionate, responsive and reassuring experience for clients and families, many of whom may be navigating complex or sensitive circumstances.

Our operating hours are 8am to 8pm, Monday to Sunday. Your full-time working hours will be 37.5 hours per week, worked on a rota basis within these operating hours. Shift patterns may vary from week to week in line with the Client Operations schedule and, as our services develop, may include evening and weekend working.

Your shifts will be on a three week rota which includes three weekend days across that period, with the balance worked during the week. Weekday shifts will be either 8am–4:30pm or 12pm–8pm.

What you need to have:

• 2+ years' experience in a client or customer-facing role, ideally within a contact centre or customer operations environment.
• Experience using CRM, ticketing, telephony, and/or booking systems.
• Demonstrable experience providing customer support by phone, with confidence handling a high volume of inbound and/or outbound calls, including sensitive or challenging conversations.
• Strong administrative and organisational skills, with the ability to manage competing priorities effectively.
• Excellent written and verbal communication skills, with the ability to communicate complex or sensitive information clearly and adapt your approach to individual needs.
• A proactive, solutions focused approach and confidence using initiative to resolve problems.
• Excellent interpersonal skills and the ability to build positive relationships with clients, families, colleagues and other stakeholders.
• A genuine passion for delivering an excellent client experience and supporting people to improve their lives.
• A collaborative approach and willingness to share knowledge, support colleagues and contribute to continuous improvement.
• Curiosity and a willingness to challenge existing ways of working when there is an opportunity to improve outcomes.
• An understanding of confidentiality and a commitment to safeguarding children and adults.
• Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere.
• Be available for an immediate start
• A professional home working environment with a minimum Wi-Fi connection of 2 Mbps upload and download speed.

Desirable:

• Experience working with or supporting children, adults or families with additional needs.
• Experience working within healthcare, mental health, neurodevelopmental or another regulated service environment.

What your responsibilities will be:

• Keep the client and their family at the heart of everything you do, providing a compassionate, responsive and high-quality experience throughout their journey with Healios.
• Support the operational client journey across our services, helping clients move smoothly and efficiently through each stage of their care, ensuring required information and documentation is complete and available at the right time.
• Deliver excellent client support across phone, email and digital channels, resolving queries efficiently and working towards agreed service levels and KPIs.
• Arrange and manage client appointments, maintain waiting lists and respond to changes or cancellations to support effective use of clinical capacity.
• Monitor clients' progress through their journey, identifying potential delays, taking appropriate action and escalating issues where needed.
• Act as a key point of contact between clients and families, clinical teams and other stakeholders, ensuring information is communicated accurately and promptly.
• Triage client and contract queries, taking ownership where possible and escalating clinical, safeguarding or specialist issues through the appropriate channels.
• Request, process and distribute reports, letters and other documentation securely and within agreed timescales.
• Maintain accurate and up-to-date client records, ensuring important information is recorded and shared appropriately in line with our processes.
• Handle confidential and sensitive information with care and in accordance with data protection, safeguarding and information governance requirements.
• Build strong relationships with colleagues and stakeholders across Healios to support effective, joined-up service delivery.
• Contribute to client and contract feedback processes, using insights to help identify opportunities to improve the client experience.
• Develop a strong understanding of Healios services, systems and processes so you can confidently support clients and colleagues.
• Contribute to the onboarding and development of new team members by sharing knowledge and good practice.
• Participate in team meetings, service reviews and improvement initiatives, contributing ideas and insight to help us continuously improve how we work.

What's in it for you:

• 33 days holiday (including 3 days for the Christmas closure between Christmas and New Year plus Bank Holidays)
• Birthday Leave
• "Life Leave" - 2 days of extra leave to take when things you can't plan for happen
• Enhanced family friendly policies
• Contributory Pension Scheme
• Work from anywhere policy
• Company laptop, monitor and keyboard, plus an allowance to purchase additional equipment
• Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Will Writing, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club!
• Access to NHS and Perks at Work discounts, including the Blue Light Card
• Free access to co-working spaces

Accommodations:

We're glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page

Healios is a Disability Confident Committed Employer and we are committed to inclusivity and equality for people with different needs in the workplace.

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.