Job Title: Medical Agency File Handler / Customer Service
Location: Sharston, M22 4HH
Salary: £18,750 – £24,672.65 per annum
Job type: Full time, Permanent
Ontime Reports Ltd are a specialist provider of business and legal support services to Express Solicitors. Our highly skilled team obtain medical records, expert reports and arrange treatments, investigations and surgeries for our personal injury and clinical negligence clients. Our specialist team make a real difference to injured peoples’ lives, through our passion for client care.
We are an inclusive team who believe in investing in our people. We provide exceptional training and support to ensure our team members are well equipped to confidently perform their role. Team members are supported by a dedicated mentor as well as a team leader throughout their Ontime journey.
We offer a fantastic range of incentives, actively encouraging creativity, solution-based thinking and problem solving. There is a strong focus on health and wellbeing, lunch clubs, book share, pool table, running club and much more.
About the Role:
We currently have a full-time vacancy for a Medical Agency File Handler to join our vibrant team of 49 people, providing excellent customer service in a fast-paced environment.
Your role will be to liaise with legal professionals and our injured clients and various experts/suppliers to arrange appointments, obtain reports and invoices. We also obtain medical records and arrange treatments and investigations. You will be responsible for ensuring all obtained documents are compliant and meet our high standards. Once fully trained, you will take ownership of your own client files, ensuring the cases are progressed effectively.
We offer an individual mentoring programme; an incentive programme, including a recognition scheme where team members can acknowledge their colleagues for their hard work and team social events.
Key Duties:
You will provide specialist support by undertaking the following duties:
- Instructing experts to provide reports on behalf of a solicitor and keeping open and effective communication regarding appointments, reports and information
- Obtaining medical records from hospital trusts, GP’s surgeries, and other healthcare providers
- Sourcing suppliers, arranging rehabilitation appointments and investigations
- Obtaining quotations and invoices from experts and rehabilitation providers
- Providing breakdowns of agency work and anticipated disbursements to Express Solicitors inhouse cost team obtaining invoices and chasing payments
- Quality checking, processing incoming mail and expert reports into our case management systems
- Accurate recording of time expended in various activities on our case management system
Person Specification:
Required Qualifications/Training:
- GCSE English & maths at Grade C or above, or equivalent
Required Attributes:
- Knowledge of Microsoft Office packages including Word and Outlook
- Excellent written and spoken English with the ability to have high levels of accuracy and attention to detail
- Ability to always maintain client confidentiality and commitment to customer service
- Ability to deal with high volumes of work and manage conflicting priorities
- Energy passion, and a desire to achieve
Desired Attributes:
- Experience of working in a medical setting would be of a distinct advantage
- Experience of working in a law or legal services firm
- Knowledge of Proclaim or other case management systems
- Highly dedicated, idea-generating individuals who are committed to providing excellent customer service
Salary, Hours & Benefits:
- The salary is £18,750 – £24,672.65
- Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday
- Individual mentoring programme for each team member
- ‘Service Pledge Hero’; ‘Employee of the Month’ and ‘Top Call Handler’ incentives; rewarded with vouchers, chocolates, early finishes or late starts
- Thank you’ scheme where team members can appreciate and recognise their colleagues, this can be mentions on Microsoft Teams, postcards or stickers
- 23 days holiday. Entitlement will rise 1 day per year to a max of 26 days per year of service, plus bank/public holidays
- Absence incentive: employees who complete three consecutive months with zero unplanned absence earn an additional half a day’s annual leave
- Three holiday buy backs per year after 1 year of service
- Optional pension salary sacrifice scheme after 3 months
- Private medical insurance available after 2 years’ service
- Birthday Holiday after 2 years’ service
- Death in Service – 2x salary based on annual salary only – eligibility commences when you join the company
Recruitment Process:
Interviews will be conducted by MS Teams or Telephone and will include scenario-based questioning.
Our employees are our most important asset, we rate skill and ability above all else and our recruitment policy encourages applications from all.
Please send a CV and covering letter by clicking APPLY.
Candidates with the relevant experience or job titles of; Administrator, Coordinator, Customer Service Representative, Customer Service Consultant, Customer Service Advisor, Online Customer Services, Order Processor, Client Service Coordinator, Customer Service Agent, Project Coordinator will also be considered for this role.
