Job Description

Medical Evidence Case Handler

About the Company

Founded in 2017, Medi2data powers access to consented and curated medical data through cutting-edge technology and specialist services. We streamline and digitise the secure exchange of medical information, supporting GP practices, Instructing parties, and patients. By addressing challenges on both the demand (Client Services) and supply (Primary Care Services) sides of the ecosystem, we enable faster, more efficient, and compliant medical data transactions. We are transforming how medical data is accessed and managed in the digital age.

This role sits within our Client Services division, supporting enterprise clients in obtaining consented and accurate medical evidence with market-leading turnaround times. Through the use of advanced technology and AI-driven insights, we facilitate the fast and secure delivery of medical data, helping clients interpret and leverage this information to streamline decision-making and enhance operational efficiency. Our solutions are designed to create a seamless, data-driven customer journey, tailored to each client's specific needs.

With a strong clinical governance framework and a commitment to innovation, we combine AI-powered automation, data intelligence, and digital workflows to reduce inefficiencies, improve client and customer engagement, and support scalable partnerships. By integrating technology with expertise, we deliver reliable medical evidence for smarter decisions.

The Role

Reports To

: Medical Evidence Team Lead

Banding:

Band 1

Location & Term

: London, Full-time (Monday - Friday), Permanent, Hybrid

Job Overview:

The Medical Evidence Case Handler plays a key role in managing the full lifecycle of medical report requests, from initiation to completion. This position requires proactive communication with GP surgeries to ensure the prompt return of medical evidence, alongside efficient handling of administrative tasks before and after evidence is received. The role also involves managing client and surgery queries, ensuring timely updates, and maintaining exceptional standards of service and compliance.

Key Responsibilities:

Case handling

Manage all new, ongoing, and outstanding medical report requests efficiently. Proactively liaise with GP surgeries via outbound calls and emails to ensure timely completion of requests. Make follow-up calls to obtain progress updates and resolve delays where necessary. Send follow-up (chaser) emails when required and highlight any urgent cases to surgeries. Encourage ("nudge") GP surgeries to prioritise outstanding requests. Prepare, post, and track all outgoing medical report requests. Log all communication and actions taken on each case accurately within the case management system to ensure a complete audit trail. ?

?Administrative & Processing Tasks

Triage and process incoming emails and daily post. Manage invoices, advanced payments and fee disputes. Accurately scan, review, and upload returned medical evidence to the case management system. Ensure all documentation is processed in line with internal quality and compliance standards.

Communication

Maintain clear, professional, and proactive communication with clients, providing regular case updates and responding promptly to any queries. Liaise effectively with GP surgeries to manage outstanding requests, clarify issues, and facilitate prompt completion. Communicate internally with relevant teams to highlight process improvements, system issues, or operational challenges that may affect service delivery. Consistently meet or exceed individual and team performance targets and SLAs.

Continuous Improvement

Actively contribute to the ongoing development of processes, systems, and workflows to enhance efficiency and service quality. Identify recurring issues, trends, or bottlenecks in case handling and escalate suggestions for improvement. Participate in feedback sessions, team meetings, and quality reviews to share insights and best practices. Support the implementation of new tools, technologies, or procedures that improve productivity or client experience. Take ownership of personal development by seeking training opportunities and staying up to date with business and industry changes.

Security and Compliance

Handle, file, and dispose of confidential materials in accordance with GDPR and company retention guidelines. Ensure all data is processed securely and in compliance with information governance requirements. Maintain discretion and uphold the highest standards of confidentiality at all times.

Please note the role could differ slightly depending on the client's technical requirements and business growth/needs

Equal Opportunities

Medi2Data is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of gender, race, age, disability, religion, or background.

Salary

?

Competitive. ?Following a successful probationary period, the role will be made permanent.
Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Benefits:

Company pension Work from home
Work Location: Hybrid remote in London SW1W 0BD