Client Operations Specialist

Job Description

Healios is seeking a Client Operations Specialist to join their team. This role is fully remote and based in the UK. The Client Operations Specialist will play a crucial role in ensuring clients and their families have a positive experience by facilitating and coordinating the client journey throughout Healios' services.

The Client Operations Specialist will act as a liaison between the client, the clinical team, and third parties, ensuring that relevant information is provided promptly. They will also monitor the client journey, contributing to ensuring planned timescales are met.

Responsibilities include:

• Booking clients to their respective sessions, managing waiting lists, and updating appointments.
• Supporting clients during onboarding by ensuring all information is available.
• Requesting, distributing, and monitoring client reports, documents, and letters.
• Updating client profiles and files.
• Maintaining the client's clinical file.
• Processing and handling confidential patient-sensitive documentation.
• Collecting and distributing client and contract feedback.
• Delivering excellent customer service via email, chat, and phone.
• Troubleshooting and resolving client and contract-facing issues.
• Providing guidance and acting as a subject matter expert for clinical services and systems.
• Helping to train and onboard new team members.
• Preparing documents and presentations.
• Attending meetings.

Requirements include:

• 5+ years in client/customer-facing roles with exposure to CRM/Ticketing/booking systems.
• Administrative and organizational experience.
• Good time management and multitasking skills.
• Think outside the box approach to challenges.
• Experience working or supporting families of children and/or adults with additional needs.
• Excellent soft skills, manners, and etiquette.
• Ability to communicate complex information effectively.
• Flexibility to support the mission of bringing healthcare to anyone, anytime, anywhere.
• A genuine passion for supporting people to improve their lives.
• A desire to become part of a collaborative environment.
• A curious mindset.
• A commitment to ethical practice and safeguarding.
• A professional home working environment with a minimum WIFI connection of 2 Mbps.

Healios offers:

• 33 days holiday (including Bank Holidays)
• Paid Christmas closure
• Birthday Leave
• "Life Leave" - 2 days of extra leave
• Enhanced family friendly policies
• Paid company sick pay scheme
• Contributory Pension Scheme (6% matched)
• Employee Discount to access a private assessment
• Fully personalised flexible benefits package
• Work from anywhere policy
• Free access to co-working spaces
• CPD/Growth day per year, plus personal development allowance
• Bespoke Healios Training and on demand learning