Job Description

Client AdministratorUK

On Call, Evening/Night Time

About TMC

Telemedicine Clinic (TMC), part of Unilabs since 2017, is a European leader in teleradiology and advanced diagnostics. We support more than 130 radiology departments across the UK, Sweden, Denmark, and Norway, and our 300+ specialised radiologists report over 800,000 cases annually. Our mission is to improve patient care through high-quality, timely radiology reporting delivered with operational excellence.

At TMC, we combine the professionalism of a healthcare organisation with the agility of a tech-enabled services provider. We are a diverse, international and values-driven organisation that believes in collaboration, innovation, and doing business with care and integrity.

Department and Reporting

The goal oftheOperationsDepartmentis to deliver a service to our clients in a smooth,efficientand correct way, within set TAT(turnaroundtime)and with focus on ATAC(Accessibility, Turn Around Times, Accuracy, Client Satisfaction).In the UK, the Operations team consists currently of 2teams:Client AdminandCapacity Management (CM).The departmentmust deliver a servicein line with the needs andobjectivesof the clients. The clients are both customers and radiologists.

The service delivered in Operations is dividedinto4 areas:

• Customer Management(customers and radiologists)

• Clientobjectives(ensuring we deliver per set KPIsand with the expected quality andISO standards)

• Control of cases (controlof volumes, language control,and management of cases throughout the workflow)

• Implementations and Project management(implementing new clients or workflows)

Reporting:

TheClient Administratorreports to theClient Administrator Team Lead. Inabsence of thisprofiletheClient Administratorreports directly to theHead of Operations and Capacity (HoOC).

Key Responsibilities

The Client Administratoris accountable forthe daily communication with clients and for cases control in accordance withthe set up defined by theHoOCand theClientAdministratorTeam Leads.

• Managingcommunicationwith clientsabout daily issues andresolvethem as soonas possible to ensure that no email/calls are left unattended or pending.Keepingtrackofandreportallincidents, requests, andissuesfor each client soit can be presented to BU/Sales/Medical management whenrequested.

• Handlingdailycommunication with clients in the mostappropriate way(polite, friendly, customer-minded), to ensure client satisfaction.

• Introducingincoming data in our systems andcheckingthat outgoing reports are being delivered correctly to clientsEnsuring the documentationcontainsall essential clinicalor patient informationand preparethe cases in the mostappropriate wayto ensureefficientreading from the radiologists.

• Organizingown daily work so we can ensure to accomplishagreed KPIs for the hospitals. FlaggingtotheLead when there is a potential risk that tasks are delayed.

• InformingCM/BU managers about client issues so that planning can be reviewed

• Recognizing and reportinginconsistencies, discrepancies, and errors

• Manage requests to speak and incidents according to guidelines andwithindefined timelines.Managingad-hoc tasks such as volume control and requesting logins/informing clients about new radiologists.

• Basic training of radiologists in specific tasks related to Client Admin.

• Controllingcases throughout the workflow to ensure we manage within set TAT. Handlingpersonal and patient data according toguidelines

What We’re Looking For

• Used toteam work

• Ability to work with time constraintsand tohandle sensitive and difficultsituations tactfully

• Ability to work efficiently and accurately

• Not afraid of taking calls/managing complaints from clients.Service-minded

• Able toassistnew employees in training

• Used to computer work, administrative tasks, communication over email/phone with customers; medical knowledge is a plus

• Abilityto reorganize workload with short notice, take on new tasks and ad hoc responsibilities / tasks

• Good levelof IT/Officeknowledge, especially Excel, and ifpossible,experience fromservicesector

• Be fluent in the languagerequiredfor the management of clients (English)
• Ability to work full-time 40 hours a week, 10-hour night shifts on a 4-on/4-off rotation including weekends. Shifts will start between 5pm-10.15pm and will end between 4am-9.15am (several shifts available)
• This is a hybrid position. You should be able to come into the office approximately 2 night shifts a month. Please note that there will be a 2 week night shift training period on-site.

How to Apply

If this role resonates with you, we’d love to hear from you.Please apply via our careers website.