Job Description

Context

The role is full-time role, working for a growing Independent Occupational Therapy Practice within the Centre of Hook, Hampshire. Reporting into our Client Services Manager and working closely with our Clinical Services team and our customers.

Introduction

The role would ideally suit an experienced administrator who has a working knowledge of the healthcare sector, although knowledge of this industry would be an advantage, it is not essential. The role is to primarily provide support to our Client Services Manager, through overseeing a caseload of clients and managing incoming enquiries, to escalating complex enquiries or cases to a clinician when required.

The post holder will advise potential clients who are enquiring about our services and provide quotations for the required service. It is the responsibility of the Client Coordinator to discuss the options and ultimately convert the enquiry into a case, then managing that case ensuring it is progressing smoothly, liaising with the relevant therapists, referrers and clients as needed by telephone and email. This will be achieved under the guidance of the Client Services Manager while cases are active. The primary goal of the Client coordinator is to make the client feel like they are in safe hands and give them total confidence and comfort in the knowledge that they are under our care.

Fundamental to this role is the character and temperament of the individual. They will be expected to take responsibility for supporting the Client Managers in the management of their caseload, which will take a high level of organisation, efficiency and sense of responsibility for it to run smoothly. A solution focused mindset is important, to ensure we go the extra mile to deliver excellent customer services to our clients.

Our Company ethos

We make clients & potential clients feel understood and provide sound professional advice.

We are friendly & caring, but always remain professional.

We are socially responsible - if there is a better option for a prospective client then we say so.

We are client-focused and want to ensure our clients feel they are in safe hands.

We are driven and go the extra mile if that is what is needed to keep a client happy.

Nikki, the company founder, has an extensive clinical background with a strong sense of ethics and a desire to help. We believe the growth and success of our business to date is directly attributable to ensuring these values, combined with expert knowledge, are at the core of everything we do. It is therefore essential that our Clinical Referral Manager, as one of the primary points of contacts with our clients, can consistently uphold these values, and believe in them in the same way we do.

Details of the role

Overseeing a caseload of new enquiries and active client cases, with clinical guidance from the Clinical Services Manager/Clinical Leads as needed.

Acting as point of contact on allocated active cases liaising between all relevant parties as needed.

Handling incoming enquiries, mainly phone calls and website enquiries from across the UK, sourcing therapists and handling the enquiry and subsequent referral accordingly.

Providing a friendly, professional and efficient customer experience.

Resourcing & managing a case load of active therapy cases - including:

- Assigning cases to an appropriate therapist in the team.

- Overseeing the active caseload to ensure intervention is proceeding as planned, issuing reports, invoices and quotations at appropriate points.

- Enforcing agreed deadlines with therapists.

- Reviewing reports and treatment recommendations, escalating to the relevant clinician where required.

- Proof reading reports for accuracy / grammar and consistency.

- Building and maintaining relationships with therapists, referrers and clients.

- Assisting with month-end reports and invoices.

- Issuing reports and other documents to clients/referrers.

- Managing team email inboxes.

Working with, and guiding, others in the team as needed to achieve team objectives on a day-to-day basis

Completing other relevant tasks as directed by the Clinical Services Manager

Helping identify opportunities to develop/improve the service.

Skills and Qualifications

Ideally have experience within a clinical/healthcare environment with exposure to multiple specialisms.

Willing to undertake a DBS check.

Competent with computers and online technology (tech savvy).

Excellent written skills. With particular reference to report writing.

Personal Skills and Attributes

Caring, friendly and always willing to listen.

Good attention to detail through varying tasks.

Taking responsibility and having the ability & confidence to make good decisions.

Problem solver and determined - often an enquiry or a case will require them to go the extra mile to get the right outcome for the client and the business.

Personal pride in their work and a sense of wellbeing from helping clients and the business.

Efficient working style and ability to juggle tasks without missing things.

Excellent telephone manner - chatty and confident but always professional.

Within the team, a desire to question the status quo and be innovative.

Able to remain calm, composed and professional under stressful or confrontational situations.

Working at The OT Practice

We pride ourselves on being a caring, friendly and professional company. We believe the growth of our business to date is directly attributed to ensuring our values are at the core of everything we do. New joiners will receive an initial induction period and undergo a 6-month probation period.

Working hours

: Hours Monday to Friday 9am to 5.30pm (5pm Fridays).

Location

: RG27 9HY, Hook Hampshire (free on-site parking and close to Hook railway station).

Hybrid Working Scheme:

If full time, eligible role, and upon successfully passing probation.

Holidays

: 31 days per year (including Bank Holidays) with option to "purchase" up to 3 additional days each year.

Access to Health Cash Plan:

Providing cover for routine prescription/other medical costs as well as access to a 24 hour medical healthline staffed by experienced, specially trained nurses

Job Type: Full-time

Pay: From 23,500.00 per year

Benefits:

Company pension Free parking
Work Location: In person

Application deadline: 20/08/2025
Reference ID: Client Coordinator 6/8/25