Client Liaison Manager

Health & Care Management LTD (HCML); Remote; GBP 28,000 - 33,000; Full time

Job summary

A leading health services provider is seeking a Client Liaison Manager to work remotely, advocating for clients in rehabilitation case management. The role involves building relationships with clients and stakeholders, managing care packages, and ensuring quality clinical support. Candidates should have at least 3 years of relevant experience, solid administrative skills, and proficiency in Microsoft 365. The position offers a salary range of £28,000 to £32,500 for full-time permanent employment.

Qualifications

• 3+ years of clinical support/care or rehabilitation case management experience.
• Understanding of NHS and/or Social Services provisions.
• Experience with complex care and housing needs.

Responsibilities

• Build and maintain professional relationships with clients and stakeholders.
• Attend and support meetings including minute-taking.
• Communicate professionally while managing challenging situations.
• Support the production of rehabilitation management reports.
• Deliver work to meet utilization targets and manage invoicing.
• Use Case Management System effectively.
• Monitor and escalate client service issues as necessary.
• Adhere to company policies on Health & Safety and diversity.

Skills

Excellent administrative skills

Strong written and verbal communication abilities

Initiative and problem-solving skills

Proficient in Microsoft 365

Education

Minimum 5 GCSEs including Math and English

Qualification in Health and Social Care

Job description

Job title: Client Liaison Manager

Location: Remote

Salary: £28k-£32,500k

Status: Full-time, permanent

Purpose of Role

Under the supervision of a Specialist RCM, the Client Liaison Manager advocates, plans, and supports complex rehabilitation case management to help catastrophically injured clients achieve optimal independence. The role involves working closely with RCMs and multidisciplinary teams, managing care packages for clients with complex needs, and supporting Operations Managers and Clinical Leads. The manager ensures high-quality clinical and rehabilitation support, meets customer satisfaction, and achieves quality and revenue targets in line with contractual SLAs and personal KPIs.

Key Responsibilities

• Build meaningful and professional relationships with clients, families, customers, and stakeholders to facilitate timely and effective rehabilitation goals.
• Attend client, customer, and corporate meetings, supporting the RCM with travel arrangements and taking minutes for MDT meetings, including producing notes and action points.
• Communicate to the highest written and verbal standards, managing challenging situations and keeping accurate case management notes in line with professional codes.
• Support the production and distribution of professional reports, referral letters, and general correspondence for effective client rehabilitation management.
• Deliver chargeable work to meet personal and team utilization targets, ensuring files are charged and invoiced appropriately.
• Work proactively and independently to manage tasks within agreed timeframes, using the Case Management System, Microsoft 365, and other technology to support service delivery.
• Monitor and escalate issues as needed to maintain high standards of customer and client service, including financial information on case files.
• Adhere to company policies and procedures regarding Health & Safety, Equal Opportunity & Diversity, and other relevant corporate responsibilities.

Experience

• At least 3 years of clinical support/care and/or rehabilitation case management related experience.
• An understanding of NHS and/or Social Services provisions with relation to rehabilitation.
• Experience of having worked with individuals with potentially complex care and housing needs.

Skills & Knowledge

• A caring and empathetic individual with excellent administrative skills and strong written and verbal communication abilities.
• Initiative and problem-solving skills, with the ability to work independently, set priorities, meet deadlines, and maintain excellent attention to detail.
• Good working knowledge of Microsoft 365 (Teams, SharePoint) and Microsoft Word, including formatting documents, using templates, and editing content, plus proficient IT skills to navigate and utilize HCML’s service delivery and support software.

Attributes

• Ability to work autonomously as well as collaboratively within a team.
• Calm, efficient, and professional approach to work and client interactions.
• Strong sense of responsibility and commitment to maintaining high standards.

Qualifications and Training

• Minimum 5 GCSEs including Math and English.
• Experience and/or qualification in Health and Social Care specific to the support and treatment of clients with complex rehabilitation/care needs including paediatrics, brain injury, complex mental health, spinal injury or major limb loss.

Equal Opportunities Statement

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.