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Administrator (REF 1610)

Working Hours: Full time, 40 hours per week

Salary: £17,136.00 per annum

Location: Redditch

Role Summary

Working within the Occupational Health administration team to provide systems support to the service in line with contract KPIs. To deliver and maintain the highest standards of administration in line with Optima Health’s standards and values.

Maintain accurate recording and auditing in cohort, be the main contact for support for the occupational health team.

Main Duties and Responsibilities

Service Delivery

  • Effectively manage clinic allocation - review clinic availability regularly and notify the team of gaps to ensure clients can be booked in and contract KPIs are met
  • Successfully reallocate clinics as required i.e. due to sickness absence / A/L to ensure minimal cancellations
  • Act as system administrator and first/main point of contact for cohort related issues from the team and customers and give appropriate advice and signposting
  • Support daily Inbound telephony calls to organise appointment bookings
  • Make outbound telephony calls to customers and third party contacts such as GP’s
  • Oversee admin reminders to ensure they are being actioned in a timely manner
  • Effectively audit, correct and communicate with regards to recording in cohort to ensure reporting is accurate to the main stakeholders i.e. Appointment reasons, appointments attended, cases closed, outcomes and ICD 10 code recorded
  • Deal with online portal queries efficiently within set time frames
  • Liaise with Physicians and clinical team manager with regards to clinician’s annual leave and update cohort appropriately
  • Check invoices against records in cohort for accuracy and process for payment
  • Accurately update cohort records from leavers/new starter lists received from clients and archive paper records to agreed process
  • Manage customer enquiries (by telephone, email and post) ensuring queries are answered professionally in line with the customer charter
  • Manage complaints in line with Optima Health’s complaint handling process


  • Ensure timely management of processes and procedure to ensure the service is delivered to contract specifications
  • Refer to individual customer information sheet sfor KPI
  • Manage all customer activity within agreed KPI


  • Have regular interactions with key client contacts in terms of managing clinic room booking sto ensure all clinic space is available when required and clients are notified if clinic space is not required
  • Check the daily clinician clinic lists checking for accuracy, follow up with clinicians for any missing information to ensure contract KPIs are met
  • Raise purchase orders and order clinical consumables in liaison with practice nurses in a timely manner to ensure all supplies are available in all locations
  • Effectively raise PR request for GP/Specialist reports in a timely manner
  • Accurately maintain a PO spreadsheet to record all purchases for budget purposes
  • Liaise with head office for the booking of “network doctors” to ensure appointments are made within the time frames laid out in contract KPIs, reports are received and sent out to clients
  • Ensure counselling and physiotherapy referral process is adhered to
  • Act as first point of contact for admin complaints and maintain a complaints log and escalate outstanding issues to the Business Manager
  • Undergo relevant training and development programmes
  • Actively contribute to team meetings
  • Identify service and productivity improvements

Experience,skills and knowledge required for the role

  • Good written and verbal communication skills
  • Confident telephone manner
  • Good attention to detail
  • Able to meet targets and deadlines
  • Able to work under pressure and against challenging timescales
  • Solutions focused

Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability,race or ethnicity, religion or belief or sexual orientation.


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