To work as part of the PAM Wellness Operations team providing quality customer care support via telephone, email and live chat to PAM client employees, managers and contacts. Ensuring all clinical cases are matched in line with PAM ‘s contractual obligations. Ensuring that all clinical cases are matched to the most appropriate clinician for the individuals needs and monitor the ongoing activity of the case.
Key accountabilities and responsibilities
Managing and maintaining the effective booking of all clinical appointments in line with current service level agreements
Ensure that clinician’s both internal and external are working ethically to their governing body and supporting workplace health solutions
Obtain and update systems with accurate records for both internal and external clinicians
Ensure daily goals of cases being matched are met on an individual basis and part of the team
Monitoring a team email inbox and dealing with enquiries within a timely manner
Communicating with clients, colleagues and Clinics nationwide ensuring all requirements are met
Work closely with PAM Wellness clinical leads to escalate and support with risk cases
Maintain confidentiality when dealing with all clinical cases or any additional information you may obtain as part of your role
Owning and resolving customer/clinician queries and problems at first point of contact, through telephone email or live chat
Work effectively within a small team and the wider business
Work on additional projects to support the department
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.
Skills, Experience and Qualifications
Highly organised and process driven individual with the ability to work to deadlines and prioritise
Effective communication and customer service skills in order to liaise with customers, other departments and colleagues to achieve results
High level of computer literacy (MS Office, Word, Excel, and PowerPoint)
Experience of data entry, administration skills and diary management
Our Values & Benefits
- We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
- 33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
- Life insurance scheme valued at 4x your annual salary
- Income protection
- Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
- Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
- Long service rewards
- Flexible Working Hours
- Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
- Support with training and development
- Group Income Protection
At PAM we are passionate about people and delivering our Everyday Things That Matter Values and Behaviours to our customers and our colleagues. Our cultural philosophy is based on putting our people first, creating high performing teams who deliver great services for our clients.
We’re looking for driven and ambitious professionals to join our team, who are just as passionate about our philosophy and values as we are.
PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.
Salary range
- £6.80 - £25.39 per year