Medical Home jobs

Fully-remote, Monday – Friday, 9am – 5:15pm (36.25 hours per week)

CHC Case Coordinator - Initial 3-month FTC

Role Purpose

This role sits within the Compass CHC Case Management Team and supports customers in their pursuit of NHS Continuing Healthcare (CHC) funding. Compass CHC is committed to delivering exceptional service and keeping clients informed and supported throughout what can be a complex and often lengthy process.

Reporting to the manager of the Case Management Team, this is a fast-paced and demanding role requiring resilience, organisation and the ability to manage very high volumes of outbound contact. The role plays a key part in proactively chasing case progress updates from external organisations and the NHS, and ensuring clients are kept fully informed.

The role is primarily telephone and email-based and requires a confident communicator who can work through objections professionally while maintaining a positive and empathetic approach.

www.compasschc.co.uk

Principal Accountabilities

• Chase case progress updates, including: NHS assessment dates and outcomes; Appeal status updates; Retrospective CHC case progress
• Manage and work through very large daily volumes of outbound chasing activity to meet service expectations and internal targets
• Maintain accurate and timely records of all contact attempts, responses and outcomes within the case management system
• Escalate delays, non responses or concerns to the appropriate internal teams where required
• Liaise closely with internal stakeholders to confirm priorities, deadlines and next steps on cases
• Proactively update clients with clear, accurate and timely information on case progress, managing expectations and providing reassurance
• Meet daily and weekly productivity and turnaround targets while maintaining high standards of accuracy and customer care

Essential Competencies

• Excellent telephone manner with the ability to communicate clearly, professionally and empathetically
• Strong persistence and resilience when chasing updates and following up repeatedly with external organisations
• Ability to manage and prioritise high volumes of outbound activity each day
• Strong objection handling and negotiation skills
• High attention to detail and accuracy in record keeping
• Effective time management and ability to work under pressure in a target driven environment
• Team focused approach with a willingness to support colleagues as needed

Preferred Skills

• Previous experience in case management, administration or customer service
• Experience of working in a high volume, outbound contact role
• Familiarity with healthcare settings, NHS processes or medical terminology
• Experience using CRM or case management systems
• Understanding of data protection, confidentiality and handling sensitive information
• Ability to adapt communication style to different audiences, including professionals and vulnerable clients

Pay: £25,500.00 per year

Benefits:

• Company pension
• Employee discount
• Work from home

Work Location: Remote