Job Purpose
To be publicly acknowledged as a market-leading medical agency, offering unrivalled standards of client service through a highly trained and motivated workforce that people in the industry aspire to belong to. To manage and provide outstanding service to all panel solicitors in order to maximize profit by ensuring all matters are dealt with in accordance with deadlines.
Core Activities
1. Manage the team to ensure a high quality of service is received by all panel solicitors, patients, and experts.
2. Be fully aware of the Service Level Agreements with all panel solicitors and experts and ensure they are being met.
3. Understand each team member's role and the Service Standards, ensuring adherence accordingly.
4. Participate in own development to ensure implementation of any changes and enhancements.
5. Participate in team tasks as required to ensure all jobs are completed to the required deadline.
6. Manage existing medical experts to ensure the correct experts are used in line with costing and service received.
7. Source new experts to replace existing experts who are currently charging high fees or not providing appointments/reports to the required service level.
8. Source any new experts required by solicitors, depending on client injuries.
9. Liaise with experts and solicitors on a regular basis.
10. Handle ad-hoc requests from the line manager and solicitors.
Skills
1. Excellent verbal and written communication skills.
2. Excellent customer service skills.
3. Excellent team leading/management skills.
4. Problem-solving abilities.
5. Organizational skills.
6. Ability to work individually or as part of a team.
Knowledge
1. Principles of compensation claims system.
2. Internal and external documentation.
3. Software: Word, Outlook, Sage, Excel, Proclaim.
Experience
1. Senior administration.
2. PC use.
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