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HCML
HCML
201 – 500 Employees
ConsultingInsuranceLegal
HCML is a UK-based clinical services provider focused on rehabilitation case management, occupational health and workplace wellbeing. Its multidisciplinary services support personal injury and catastrophic injury recovery, children and young people, physiotherapy, psychotherapy, diagnostics, triage and medical insurance healthcare. HCML also provides a digital musculoskeletal platform for online assessment, appointment booking and remote treatment. The company works with employers, insurers, solicitors and individual clients, coordinating care through tailored case management.
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Operational Support Administrator – HCML (Hybrid, UK)

Provide operational and customer support for HCML’s rehabilitation, occupational health, and workplace wellbeing services. Coordinate clinics, reimbursements, appointments, customer communications, and administrative processes.

GBUnited Kingdom
£26,500 / year
HybridFull-timeMiddleSeniorEnglish RequiredAdministration

Description

  • Provide high-quality business and customer support across HCML.
  • Administer client reimbursements in line with applicable scheme rules and benefits.
  • Review client onboarding questionnaires against established guidelines.
  • Assist with system testing, procedure launches, and improvements to working practices.
  • Coordinate client appointment bookings.
  • Manage incoming and outgoing calls and direct enquiries appropriately.
  • Deliver first-line customer assistance and resolve technical issues involving bespoke portals.
  • Follow up on clinical information professionally and promptly.
  • Process Data Subject Access Requests and escalations in line with ICO guidance.
  • Compile customer feedback and Net Promoter scores for management review.
  • Apply weekly and monthly changes to client memberships.
  • Carry out weekly patient-facing reception duties and coordinate the FRS clinic in Barbourne, Worcester.
  • Process incoming correspondence and emails, taking appropriate action.
  • Oversee office supplies and maintenance requirements.
  • Prepare documents using company branding and quality-management standards.
  • Welcome visitors and arrange refreshments for meetings.
  • Undertake additional duties assigned by management.
  • Maintain a professional, respectful manner in every interaction.

Requirements

  • Prior experience in administration, business support, or customer service.
  • Strong working knowledge of Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
  • Ability to bring creativity to presentation design.
  • Understanding of Data Protection Act requirements and commitment to keeping that knowledge current.
  • Professional and effective telephone manner.
  • Excellent interpersonal and communication abilities.
  • Consistent ability to follow procedures and comply with policies.
  • High degree of accuracy and strong attention to detail.
  • Ability to meet tight deadlines.
  • Capacity to work independently and collaboratively.
  • Proactive approach to identifying improvements and more efficient working methods.
  • Confident, accurate, and helpful when responding to customer complaints.
  • Flexible and resourceful, with a willingness to make an extra effort when needed.
  • Five GCSEs at grades A*–C or equivalent.
  • Experience with CRM, SharePoint, Outlook, Teams, Business Central, Rio, or Mitel packages is advantageous.

Benefits

  • Medicash Health Cash Plan covering eligible dental, optical, and chiropody costs.
  • Free dependent-child cover through the health cash plan.
  • 24/7 access to a virtual GP helpline.
  • Employee Assistance Programme.
  • Up to eight fully funded face-to-face counselling or CBT sessions.
  • Pension scheme with a pension salary-sacrifice option.
  • Death-in-service benefit worth four times base salary.
  • Payroll Giving scheme.
  • 25 days of annual leave plus bank holidays.
  • Birthday leave.
  • Ability to buy or sell up to three holiday days each year.
  • Up to two fully paid volunteering or community days annually.
  • Enhanced maternity and paternity policies.
  • Company sick pay.
  • Funding for professional subscriptions and registrations after probation.
  • Internal promotion and secondment opportunities.
  • Annual salary reviews.
  • Discretionary bonus schemes.
  • Regular staff awards.
  • Regular events and activities throughout the year.
  • Hybrid working arrangement.

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