Clinical Case Manager (Mental Health)

TN United Kingdom; Salford; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Clinical Case Manager to provide exceptional support to customers and providers in the mental health sector. This full-time role involves managing treatment pathways, ensuring eligibility, and responding to inquiries with professionalism and care. The ideal candidate will have extensive experience in CAMHS, particularly with young people and neurodivergent individuals. With a focus on delivering compassionate service, this position offers a chance to make a significant impact on customer wellbeing. Join a company dedicated to improving health outcomes and enjoy a range of benefits designed to support your own wellbeing.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Life insurance

Onsite gyms or local discounts

Various online discounts

Qualifications

• 5+ years experience in CAMHS and working with young people is essential.
• Experience with neurodivergent individuals and risk management is desirable.

Responsibilities

• Provide front-line service to customers and providers via calls and emails.
• Ensure eligibility for treatment and guide customers through their policy.

Skills

CAMHS experience

Experience with neurodivergent individuals

Risk management

Safeguarding knowledge

Analytical problem-solving

Effective communication skills

Teamwork

PC literacy

Tools

CRM systems

Job description

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Clinical Case Manager (Mental Health), Salford

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Client:

Bupa

Location:

Salford, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

e2c2ac07e085

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Job Description:

Clinical Case Manager (Mental Health)

Salford Quays / London –

Permanent

Full time -

We make health happen:

As a Clinical Case Manager, you will provide a confident, knowledgeable and efficient front-line service to our Bupa customers and providers via inbound and outbound calls, and administratively including signposting to enable customer access to eligible services through their Bupa policy.

You’ll be responsible for ensuring eligibility for the customer to use their policy
and preauthorise or decline treatment in line with policy coverage and ensuring the customer is on the most suitable treatment pathway. The post holder will also contribute to effective clinical, commercial, and operational performance within their area and ensure the optimisation of capacity and capability.

How you’ll help us make health happen:

• Respond to queries and support members, providers, and colleagues via phone, email, letter, and UKI systems.
• Explain treatment authorisation, declines, and benefit entitlements.
• Maintain accurate knowledge of Bupa products, policies, and initiatives to answer queries correctly.
• Interpret Bupa UKI policy and rules, using correct codes for accurate data processing.
• Use Bupa systems and software proficiently, ensuring compliance with UKI data protection and regulation requirements. Maintain accurate customer clinical records.
• Guide customers and providers to ensure correct treatment per policy terms. Identify opportunities to reduce future claim expenses.
• Serve as an escalation point for clinically complex cases and provide clinical case management support.
• Identify and escalate concerns, such as fraud and incidents, using Bupa UKI systems. Contribute to solutions for improving business performance and customer experience.
• Support colleagues by sharing information and knowledge.
• Maintain up-to-date records of daily activities for reporting.
• Achieve personal and team KPIs.

Key Skills / Qualifications needed for this role:

• 5 years + experience in CAMHS and/or working with young people is essential
• Experience working with neurodivergent individuals is desirable
• Risk management experience and good knowledge of safeguarding
• Can work effectively as part of a team and also independently
• Calm and professional handling of complex and challenging conversations
• Resilient in high-pressure environments with emotional or vulnerable customers
• A confident, mature, and compassionate telephone manner with effective conversation and listening skills
• Analytical problem-solving to determine appropriate customer pathways and benefit eligibility
• PC literate with a familiarity of CRM systems

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.