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.
Strategic level leadership role, accountable for the South administration team’s performance and budget achievements. Responsibility for revenue, costs and performance associated with service delivery to Clients – drives change and solutions focused to challenge teams to perform more efficiently and effectively.
Create and encourage a high quality and performance driven environment empowering Team Leaders and staff take responsibility to deliver high quality services to all Clients and colleagues within agreed SLAs.
Developing and monitoring systems, processes and metrics to drive excellence through our customer service, ensuring that the ‘customer/client’ is at the forefront of our decisions, ensuring that our processes and practices are continuing to improve so that we are and remain the ‘best’
Ongoing process review and design to ensure we are utilising resource to its maximum efficiency - both Clinical and Admin
Support for key projects including the outputs from the Chrysalis project and acting as the lead for the customer services department, driving and owning actions
Responsibility for ensuring that the department KPIs are achieved (exceeded) daily, weekly and monthly via the Team Leader team.
Accountable for ensuring effective communication across multiple platforms and, where necessary, to interested internal / external parties.
Ensure adherence to company policies and procedures
Drive individual Team Leader performance and engagement through 121 monthly reviews, managing any poor performance as per company guidelines.
Create and ensure an environment of continual improvement throughout the teams via development, coaching, monitoring and target setting
Attend Client meetings with the relevant Customer Service Manager to build relationships and agree improvements to services.
Ensure complaints are investigated in line with company policy and procedures and appropriate actions are put in place and that follow up actions are taken with staff and Client to resolution (Third level and above to be highlighted to Customer Service Manager immediately).
Ensure that all data protocols are adhered to consistently and that refresher training is undertaken by all department staff annually.
Accountable for ensuring department resource is managed in an agile manner such that resource peaks and troughs can be easily absorbed without dips in SLA performance.
Working closely with the implementation manager, responsibility to assist with the effective implementation and closing down of clients.
To complete appropriate additional tasks under the direction of the Customer Service Manager
Continually demonstrate the core leadership values of the company
Commercial business planning, awareness and acumen
Strong planning and organisation skills
Strategic Leadership experience
Demonstrable experience of strong people management skills
Ability to drive performance and enhance SLAs
Change management and Analytical skills
Influencing internal client groups
Excellent communication skills both verbal and written