Service Delivery Administrator Team Leader

3 weeks ago
Requisition ID
# of Openings
Job Function
Hidden (172697)
Job Schedule
Contract Type

Project/Position Introduction (MAX 500 Characters)

Health Management (a MAXIMUS Company) offers expert medical advice, dynamic health-promotion campaigns and on-site clinical support to a wide range of employers nationwide. We offer a friendly and supportive working environment and understand the importance of quality and standards.

Job Summary

• To support the clinical team by providing, through a designated team, an efficient and effective service to our customers.
• To provide supervision and leadership to a team of up to 10 CTAs
• To carry out a range of administrative and support activities.

Essential Job Duties

•Allocate cases on the Daily Task List, and actively monitor throughout the day, so that all are cleared/actioned by the team within necessary deadlines to achieve SLA’s.

  • Achieve team KPI’s daily, addressing potential backlogs/issues immediately.
  • Maximise revenue and cost saving opportunities across all Clients, by giving priority to the use of HML own Clinics and/or the use of TIMA’s.
  • In exceptional cases recommend the use of Network Clinics when own Clinics or TIMA option is not suitable.
  • Ensure all invoices and revenue tasks are matched to cases on a daily basis.
  • Ensure that team achieve all Closing KPI measures so that WIP cases remain within targets.
  • Review team staffing levels and allocation of work within the team on a daily basis – follow Absence Management processes robustly so that absence is minimized across the team.
  • Drive high quality throughout the team by tracking individual and team errors/ trends so to focus on necessary training to improve and achieve as necessary.
  • Create and encourage an environment of continual improvement throughout the team, use Client survey information where relevant to improve services.
  • Investigate and respond to first level complaints and data breach cases, ensuring that necessary follow up actions are taken with staff and Client to resolution (Second level and above to be highlighted to Manager / CSM immediately).
  • Lead daily and weekly team meetings, communicating performance, priorities, process changes and business developments to team members.
  • Identify and understand staff training requirements, coaching individual training needs so that staff become self sufficient and develop knowledge of all relevant Clients across the team.
  • Accompany CSM’s on external/internal Client visits when requested.
  • Participate in recruitment interviews for new posts with a member of the HR Team/Manager
  • Take responsibility for own development and continually demonstrate agreed management and leadership values.
  • Complete team members’ annual ADRs and review quarterly.D
  • Drive individual staff performance and engagement through 121 monthly reviews.
  • Follow Performance Management processes robustly, with the support of HR, where performance falls consistently below an acceptable standard.
  • Participate in projects as directed by the Business Manager
  • Complete appropriate additional tasks under the direction of the Business Manager


Education and Experience Requirements


  • A proven track record of managing administrative / customer facing teams in a performance driven environment
  • Excellent Customer Service Skills
  • Planning & organising skills
  • Commercial awareness / business acumen
  • Influencing and interpersonal skills
  • Strong communication skills both verbal and written
  • Must be PC literate in the following packages:
  • MS Excel
  • MS Outlook
  • MS Word

EEO Statement

Health Management is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.


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