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Workflow Analyst (Ref 1525)

Role Summary

Part of a Versatile and Multi-faceted team providing support across the business. Facilitating the smooth running of the training path, OH Portal tasks and processes across Admin, Clinical and Operations aspects of the business. This includes support beyond the National and Remote Divisions, providing training and workflow support for other users of OH Portal.

Main Duties and Responsibilities

Operational MI – Power User

  • Creation/Support of Daily Resourcing Dashboard.
  • Productivity Report - Drive increased daily utilisation of our practitioners.
  • Daily Efficiency - Utilise Empty Slots Report, Missing sessions analysis to Increase utilisation %.
  • Sickness - Define process to Track/Audit.
  • Month End Report Analysis.
  • Practitioners Staffing List Ownership.
  • KPI report review/drive
  • Sharepoint implementation set up/migration docs

System Config

  • Maintenance, update and management of the OH Portal Configuration in areas not covered by SDM’s or Applications. Includes Practitioners accounts, Competencies, Certifications, Streaming Groups, Sites.
  • Account Management - Password resets, Detail updates, Change of role, Account Deactivation.
  • Data Validation Projects (Various).

System Admin

  • Centralised Print management: Letter Suppression, Failed Reviews.
  • PsK Jira Ticket raising: Supporting applications team in the raising of technical support requests for effected referrals

Workflow Management

  • Case Progression: Fixing workflows on broken cases, progressing intervention to correct status, implementing process workarounds.
  • Case closure for offline reports.
  • Management of the WorkflowManagementQueries Inbox.
  • Review of Rejected Scrutiny, Stalled Cases, and Aged Cases. Responsibility to escalate to Practitioner, SDM’s and Contract Teams.
  • Support contract exits with removal of outstanding cases and tasks.
  • Dealing with admin queries from contract teams, resourcing and contact centre staff.

Practitioner Support

  • Dealing with practitioner enquiries, ensuring standards are followed at all times.
  • Taking incoming calls to dedicated helpline.
  • Management of Practitioner Support Inbox.
  • Distribution of communications and process guides.


  • Meeting clinical governance standards by adhering to principles of confidentiality, access to medical records and preventing data breech.
  • Control and maintenance of the medical records system and compliance with the Data Protection Act at all times.
  • Fulfil all the requirements of SEQOHS, brand standards and health & safety.
  • Ensure that the Occupational Health Service complies with the requirements of Access to Health Records Act 1990 and Access to Medical Records Act 1988.
  • Maintain confidentiality and have a full understanding of the importance of client confidentiality & the significance of a data breech.


  • Undergo relevant training and development programmes.
  • Actively contribute to team meetings and briefs.
  • Produce monthly team briefs and update reports.
  • Identify service and productivity improvements.
  • Managing daily resource and workflow requirements to ensure all service level KPIs, Objectives and Targets are met
  • Managing the relationship with key stakeholders within the Clinical, Financial and Operational departments
  • Driving continuous improvement within processes, data sets and systems used within Real-Time management
  • Actively support the customer charter and brand values through personal demonstration and the leadership of the team.
  • Interact with and coordinate activities of service partners and agreed suppliers to ensure joint delivery meets acceptable service standards through regular meetings and other communication channels
  • Implement the strategy that has been created and cascaded down from the Resourcing Manager
  • Provide expertise in management of resource against plan for operational efficiency
  • Provide expert advice and recommendations to Senior Management on strategic options
  • Understand all business change and the impacts on resource at all levels

Team Management

  • Leading, motivating and coaching a team of workflow analysts
  • Ensure that existing processes are adhered to by all member of the team.
  • Identify process and system improvements, prioritise and plan their delivery.
  • Drive quality of service improvements through actively coaching individuals within the team on a one to one and team basis.
  • Ensure that 121’s and appraisals are conducted in line with company policy and standards.
  • Hold regular team meetings to ensure all team members are informed of the business, their performance and how they can actively contribute to it.
  • Drive pr oductivity improvements ensuring it is accurate and represents actual performance.


  • Ensure that all cases undertaken by the team are subject to the correct charging.
  • Actively contribute to the financial forecast for the National Service Centre through collaboration with the Service Delivery Managers, Head of resourcing and Divisional Director.
  • Understand and explain any variances between actual results and budgeted figures on an ongoing basis.
  • Sign off / responsibility for purchase invoices and staff expenses at levels agreed by Finance ensuring you follow rules and guidelines in the process of doing this.


  • Display a competent and through knowledge of occupational health industry including a working knowledge of our product base and the relevant HR and HSE regulation governing our market sector.
  • Complete internal presentations, write monthly reports and attend management meetings
  • Undergo relevant training and development programmes.
  • Identify service and productivity improvements.
  • Support the business with escalated complaints.

Experience, skills and knowledge required for the role

  • Strong communication and customer service skills (both written and oral)
  • Solutions and KPI focussed – able to meet targets and deadlines
  • Decision making
  • People management and staff motivation skills
  • Team player with awareness of personal impact
  • Planning and organising skills
  • Able to work under pressure and against challenging timescales
  • An understanding of the Occupational Health marketplace preferred
  • Demonstrable ability to translate complex data sets and operational updates into digestible insights and options
  • Experience delivering operational updates to Senior and Director level audience
  • IT literate

Key Performance Indicators

  • Delivery of KPIs within company budgets
  • Client Satisfaction Levels & Retention
  • Client KPI performance targets
  • Productivity, Quality and Aged case KPI’s
  • Achievement of the Minimum standards on the Balanced Scorecard
  • Productivity adherence to bid model timings

Fixed term contract with the possibility of becoming permanent.

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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