Position Description:

The Relationship Manager is the first point of contact for their various dedicated contracts and ensures a smooth flow of referrals from beginning to end.

Major Areas of Responsibility:

To ensure that any referrals received before 3pm on a daily basis are dealt with, this includes: making contact with the patient, carrying out a triage, ascertaining their nearest practice, referring the patient to the practice and noting the same on the referral.

When a patient is un-contactable a message should be left. If there is no facility to leave a message a text should be sent if a mobile number is available. A daily chase of patients should be made and this should be noted on the referral, together with the date of the contact.

Any patients un-contactable after four attempts/2 days should be returned to the client and await their instructions (contracts vary).

All updates to referrals should be recorded at all times with dates of the same and the action that has taken place.

Any telephone messages/returned calls should be responded to on a daily basis.

Chasing of practices for first appointments should be done on a daily basis. If after chasing twice the patient has still not been booked in then direct contact with the patient should be made to chase also.

Inputting of new appointments into Wintaps/Spreadsheet and the diary on a daily basis should be carried out and to ensure all clients (where relevant) are aware of the first appointment dates.

Chasing of diary is to be undertaken on a daily basis for reports/updates. Any practice that has been chased twice with no response needs bringing to the attention of Jake.

Typing and sending to the client on a daily basis of any reports that have been received at Physio Med offices prior to 3pm that day.

To ensure that any filing is done on a regular basis. Filing/shredding should be done on a daily basis.

To ensure any queries are dealt with daily.

To ensure that your personal desk space is left in a tidy manner prior to leaving the office daily.

To ensure that any relevant information is recorded in Wintaps/Diary/Spreadsheet to ensure smooth continued running of your desk should you be unable to attend work for holidays/sickness/other absence.

To ensure that any contract idiosyncrasies are updated and recorded in your personal folder.

Providing reports and a breakdown of data on a monthly basis per each contract.

Attending team meetings as required.

To participate in any relevant training as required.

To adhere to the Physio Med's policies and procedures.

To take part in the annual review and development process.

To contribute positively to the Physio Med team.

To attend when required Physio Med promotional events.

To attend any other meetings as requested by the management team.

Performance Indicators:

Handle 10 new referrals per day.

Each referral received before 3pm on a daily basis is dealt with on that day.

Return to the client/obtain instructions (contracts vary) if no contact has been made on the 4th attempt/2nd day after receiving the referral.

Ensure that referrals are booked in within 4 working days of the referral being received for their first appointment. If this is not done then a detailed explanation needs to be made on the spreadsheet as to the reason for this.

All reports to be sent back to the client within two working days of the first/final appointment.

Primary Skills, Knowledge and Experience Required:

IT literate with experience of Word, Excel, and Outlook and the internet to a basic level.

Able to communicate and motivate via verbal and written communication and understand client needs.

Effective oral and written communication skills.

Excellent organisational skills.

Client focused approach.

Pro active and positive attitude to work and your colleagues.

To be noted:

This is not an exhaustive list of tasks, the post-holder will be asked to undertake any other ad hoc tasks as requested by the Managing Director or Clinical Director to provide cover for colleagues in the team.

Physio Med's services and products are dynamic and are offered in a rapidly changing environment. This Job Description will be reviewed regularly in the light of changing operational needs and any changes will be discussed with the post holder.

The post holder may be required to work outside core hours very occasionally to support events and meetings.