Job Case Handler Tees Valley and Durham UK Recruitment - job offers

Job title: Case Handler

Job description:
Case Handler Key purpose: To manage, proactively, a portfolio of cases through their full life-cycle, within given service level standards; to acquire the right medical information from the appropriate expert in line with internal deadlines Responsibilities * Process, accurately, all instructions from the instructing party * Arrange a suitable appointment time and location for each client with the appropriate medical expert, taking the necessary steps to ensure that first appointments are attended * Obtain from the client valid authority to request their medical records * * Request and verify appropriate medical records from each provider * * Dispatch of soft-copy records * Make and receive phone calls from the client, the instructing party, the expert and the medical-record providers * Draft correspondence using the templates provided * Secure a quality, court-ready report * Maintain a record of the case history, ensuring that all notes and actions taken are recorded on the case-management software * Manage the client and instructing parties' expectations, ensuring any unresolvable or challenging cases are escalated to senior colleagues Items marked with * will be integrated into this role as technical change allows Behaviours - the How * Take ownership of all cases from start to completion * Take responsibility for delivering an excellent service to all our clients, including internal and external customers * Establish good working relationships both internally and externally * Maintain effective and consistent channels of communication * Take ownership of personal development and progression * Work effectively with others to achieve goals and objectives that deliver results * Demonstrate a positive, can-do attitude * Adapt to change and be forthcoming with ideas which bring about improvements Core competencies * Customer service - Standing in the shoes of our clients and customers * Engagement and communication - Understanding and being understood * Self-Development and commitment to learning - Being the best you can be * Team work - Working with others to achieve more * Results focused - Getting the job done * Change and innovation - Turning good into great Person specification Education and qualification * GCSE C grade or equivalent * Customer service NVQ or equivalent Level 2 * Business administration NVQ or equivalent Level 2 * Has experience of dealing with customers on a regular basis either face to face or over the phone * Has basic administration skills - not necessarily office based * Is experienced in handling frequent in-bound and out-bound calls * Has proven administration skills in an office environment * Has experience of complaints handling and customer care Skills and knowledge * Is able to use standard Microsoft packages * Demonstrates good communication skills, both verbal and written * Has excellent IT skills with experience of data input and retrieval of information * Demonstrates ownership and the ability to plan time effectively to deliver results Behaviour * Demonstrates an understanding of the customers' needs * Has a willingness to develop knowledge as required by the role * Thinks from the customers' point of view * Has a collaborative approach to team work * Has a flexible approach and can adapt positively to change Follow Capita on twitter (at) capitacareers Follow Capita on facebook (at) careersatcapita Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Employer Name: UK Recruitment

Form of contact: Recruiter

Job short description: Contact centre information clerks

Country: United Kingdom

Region: Tees Valley and Durham

Contract duration: Permanent

Contract type: Full time

Source of job offer:
Department for Work and Pensions, Public Employment Services, United Kingdom

How to apply: Other - see free text

Salary currency: GBP

Salary period: Monthly


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