The Soke
Client Care Co-Ordinator
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Role Overview
The post holder will be a point of contact to all existing clients, practitioners, and referrers of this innovative, high-end mental health and wellbeing centre. Time will be spent between liaising internally with the Clinical and Operational teams and externally with a range of stakeholders including GPs, consultant psychiatrists, other mental health practitioners, Medical Insurance Companies, corporates, parents, and carers. The postholder will be incredibly organized, have excellent attention to detail, and an ability to remain calm under pressure.
The postholder will be required to work as part of a shift pattern to cover the service between 07:30 to 20:00 Monday – Friday with occasional Saturday cover 9:00 – 13:00. Where the demand arises, there may be the opportunity to support a large number of business areas ensuring customer service standards remain high whilst also revenue generating.
Main Responsibilities
General
- Manage the bookings, payment, and invoicing processes of existing clients, ensuring practitioners, their diaries, and caseloads are managed appropriately and at optimum capacity
- Manage patient records (through our online clinical notes system, Semble) which comply with internal and national guidelines.
- Respond to email and telephone enquiries from new and existing clients in a prompt and professional manner.
- Provide feedback on the efficiency of the customer service process to ensure the client experience remains at the heart of the service.
- Coordinate the completion and distribution of letters, reports, and prescriptions to parents, schools, GPs, and other referrers to in line with The Soke’s multi-disciplinary approach to treatment (where the appropriate consent has been provided).
- Ensure the clinical team maintains the highest standards of clinical record keeping and report writing in accordance with professional codes of practice of the British Psychological Society and The Soke policies and practices.
- When required, undertake data collection, audit, and analysis.
- Where appropriate, attend internal meetings regarding the centre, reporting on the administrative and operational performance based on an agreed key performance indicators.
- Provide feedback on the efficiency of the client experience to ensure the client experience remains at the heart of the service.
- Train and support all new staff in the operation of the telephone system and clinical record system, as part of the Induction process.
- Attend and minute Multidisciplinary Team Meetings (MDTs)
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Client Experience
- Ensure that the centre maintains a profile of excellence in the worlds of mental health and wellbeing through the highest standards of liaison with all existing and potential clients and referrers.
- Greet and welcome visitors to the centre, ensuring they are made comfortable whilst they wait to meet their practitioner.
- Maintain a positive, empathetic, and professional attitude toward clients at all times, ensuring a smooth, transparent end-to-end client journey for people accessing services within the centre.
- Communicate and coordinate with colleagues as necessary to ensure the client is receiving an exceptional, quality service at all times.
- Be the first point of contact for onsite client concerns and complaints in relation to their treatment.
- Support the Client Services Manager with collection and collation of formal client feedback.
- Work with colleagues to identify areas for improvement and implement necessary operational change in relation to client satisfaction.
- Develop increased knowledge of mental health, services at The Soke, and members of the clinical team to enable appropriate recommendations to be made to clients about the services that are available to them, identifying clinicians that are suitable both clinically but personally.
Facilities
- Ensure that the entrances of the building are clean and well maintained.
- Switch on all lights and check cleanliness of the interior on a daily basis, making a record of any poor levels of cleanliness or any maintenance issues and take necessary steps/action to remedy.
- Ensure all loos are well stocked with loo roll, hand towels, and hand soap and that all consulting rooms have tissues available.
- Ensure lighting is correct on all floors and candle lights are on in the pods to create an inviting and calm environment.
- Ensure that all rooms are vacant, candle lights in the pods are off, and switch off all lighting in the building if the last person to leave the building.
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Organisational
- Read, comply with, and contribute to all relevant internal and statutory policies and procedures.
- Undertake mandatory training as deemed appropriate by the organisation.
- Maintain confidentiality in line with Policies and Procedures.
Summary
This list of responsibilities is not exhaustive and the post holder may be required to undertake additional duties which fall within the remit of the role. This job description will be reviewed on a regular basis, ensuring that the needs of both the individual and the organisation are continually aligned and met.
The post holder is expected to comply with all policies and procedures whilst also working to create a strong sense of identity and culture onsite, benefitting themselves and their colleagues including practitioners, as well as clients, and serving to establish the best-in-class mental health and wellbeing service in central London and the foundation for further organisational growth.
The Soke is a founder-run organisation, the result of which is strong interpersonal working relationships as well as direct and easy access to the leadership team from staff in any role. The importance of a warm, collegial, and generous working culture is paramount, as every position demands extensive levels of interaction with individuals inside and outside of the organisation, and every member of the organisation is considered to be an ambassador not just for what we do but who we are.
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