Raiys
Client Services Manager
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Raiys - Your Health Our Care
Raiys is a private healthcare provider using digital technology and clinical expertise to provide convenience and competitive prices for healthcare to our clients. We recognize clients want choice, rapid access to services and have trust and confidence in the clinicians that provide their health with our care. Supporting people to stay well and raising quality of life for ongoing health challenges.
Raiys mission is to help people stay well and improve their quality of life through personalized, evidence-based healthcare using clinical expertise and digital wellbeing — supporting meaningful, lasting change across neurodiversity, weight loss, mental, physical, and lifestyle health.
Job Summary
The role of the Client Services Manager is to manage and build a client services team who can provide a business support function including:
- Will deal with inbound enquiries for private healthcare assessments and treatments.
- Manage the client onboarding process using our digital platforms and support the referral process.
- Book appointments for our clinicians managing clinician productivity and income.
- Manage referrals and healthcare data to ensure no accidental data processing occurs.
This is a new role and will require a person who is flexible in setting up the operational procedures and following regulatory compliance required by a private healthcare provider. Clients may require onboarding support, and a client services team should be responsive to their needs. The Client Services Manager will ensure that a future team is trained, experienced, and empathetic in dealing with fee-paying patients who are accessing private healthcare. Deliver the highest levels of service to clients every day.
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Responsibilities
The Client Services Manager will be responsible for managing the following processes and outcomes:
- Be responsible for processing referral requests and support clients to complete a complex data provision prior to appointments can be booked.
- Will book appointments and ensure the client service experience is as best as it can be.
- Manage clinician bookings ensuring appropriately qualified clinicians are utilized effectively.
- Will support inbound client enquiries to understand the benefits and requirements of the services provided by Raiys Healthcare.
- Recruitment and training of new client services team members as volumes increase and demand for our services.
- Be actively involved in the resourcing and onboarding of new clinicians to deliver existing and new services.
- Manages and keeps CRM up to date in order to maximize existing client and prospect intelligence and track sales opportunities and renewals.
- Manage team members to deliver personal and team KPIs.
- Identifies and develops new business processes that improve efficiency, service, and reduce costs.
- Be responsible for ensuring excellent service levels and KPIs are consistently achieved.
- Works with key internal colleagues to develop and deliver operational solutions being sold to clients and prospective clients.
- Implement new procedures and support services as new treatments are introduced.
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Skills and Experience
The successful candidate will have most if not all of the following skills and experiences:
- Experience in managing a remote-based client services team who communicate with prospects and clients via online, telephone media.
- At least 3 years’ experience in managing a client service and/or administration services team.
- Previous experience in working in healthcare and dealing with health records.
- Strong computer skills and experience in dealing with online systems as a user.
- Confident in training and supervising people to deliver successful outcomes.
- Understanding of managing people in the UK and HR policies, procedures, and compliance.
- Excellent verbal, written, and IT communication skills including using Microsoft Office products.
- Excellent presentation skills.
- Experience in client services and a good communicator able to use emotional intelligence and develop rapport with team members.
- Proficiency in data analysis and service demand forecasting.
- Proven ability in time management and working in a fast-paced service environment.
- Previous experience in managing healthcare operations and resources both clinical and business support.
Benefits
- Competitive salary up to £40,000 (including annual bonus)
- Laptop, mobile phone
- Private healthcare
- Pension contribution
- 25 days holiday plus 8 public holidays
Note: This role will initially be hybrid, transitioning to office-based working in the Glasgow area, and will require regular physical presence in the office.
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