Job Purpose

The role requires high levels of professional standards whilst working in a telephone environment, adhering to Key Performance Indicators (KPI's) and Service Level Agreements (SLA's). The Lead Case Manager will provide support and guidance to the case management. As Lead Case Manager, your primary focus will be in assisting the department in the delivery and maintenance of our KPI's and ensuring that the team maintain the company values of Value, Integrity, Excellence and Respect.

Job Overview

To assist and ensure the case management team are achieving their objectives of matching counselling cases in line with current KPIs, ensuring the first counselling session has been booked within SLA and the ongoing recruitment and management of the affiliate counsellor network. To assist the clinical support manager in any general administration tasks. To monitor and manage key performance indicators (KPI's), service level agreements (SLA's) and quality scoring, ensuring that the case managers and network coordinators, and our affiliate networks are working consistently and in line with client and organizational expectations.

Day To Day Responsibilities

Ensure all members of the team are achieving individual daily, weekly and monthly KPIs.
Ensure all counselling cases are matching with 24 hours and session confirmations are received within 12 working hours.
To provide "in the moment" support to case managers, administrators, and the affiliate practitioners within any queries.
To oversee and assist with the recruitment of new affiliate counsellors across the UK, Ireland, and Channel Islands, to meet the growth of Health Assured
To contribute to the reduction of DNAs across the affiliate network and ensure the affiliate networks are working in line with best practice.
To conduct catchups with team members on a regular basis, taking part in monthly meetings, reviews and 1-1s.
To liaise with clinical support manager regularly with feedback and suggestions for improvement.
To perform "call monitoring" both in the moment and though SILM – using the quality scoring matrix and providing feedback to case managers and administrators.
To monitor productivity across the case management team administrators, maximising availability to exceed service level agreements.
Conducting huddles with the teams to share information on a daily and weekly basis.
To effectively record conversations with team members and record on their electronic P files.
Effectively manage all team absence, sickness, and lateness in line with company procedure, ensuring that relevant paperwork is completed and saved to personnel files.
To assist in the investigation of complaints and liaise with clients and service managers regarding service issues.
To identify areas of learning and ensuring necessary research and self-learning take place in areas of development.
To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed.
Work on other projects as Health Assured reasonably requests.Essential Skills and Competencies

Experience working within an employee assistance programme or similar professional environment
Proven ability to engage clients, colleagues and the most senior of management via telephone, face to face or written communications
Track record of meeting and exceeding KPI's and targets and a desire to instil the same behaviours into the team
High level of organisational skills, ability to work to tight deadlines, targets, and complete project work to a consistently high standard.
Experience in data entry, scheduling, and diary management.Desirable Skills and Competencies

Excellent communication and customer service skills.
Self-sufficient, innovative, and driven with the ability to work independently or as part of a team.
Desire to pursue excellence in a career with Health Assured.
High level of computer literacy (MS Office, Word, Excel, and PowerPoint)
Understanding of the BACP Ethical Framework, applying its principles to the Health Assured case management teamWhy join our team?

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you'll soon discover that there are unlimited opportunities for you at health assured.

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