Workplace Wellbeing Call Handler

The Workplace Wellbeing Call Handler is a multiskilled blended role, responsible for the day to day servicing of all telephone lines accessing the 24/7 support line within Workplace Wellbeing, and the associated processes required to fulfil the needs of these services.,

• Answer incoming calls across the 24/7 Helpline in a professional manner and accurately log on the system and, where necessary, transfer or refer on appropriately for action.
• Ensure all clients contact requiring further support are allocated to the appropriate service eg.
+ EAP - Counselling, Legal or Debt + Chemist On Call + Sharps Line + Sickness Absence Management Line
• Ensure all clients requiring clinical assessment are scheduled with clinicians within the associated KPI's, making outbound calls where necessary to employee and line managers to book and arrange appointments
• Manage EAP clinical requests / recommendations for non standard services (CBT/ EMDR), liaising with customer organisations for Authorisation and sourcing from the approved external associate network.
• Provide quotes to managers for bespoke Mental Health services such as Psychological assessments, Mediation, Neuro diversity, CBT/EMDR, assigning PO and clinicians.
• Dealing with practitioner queries, setting up diaries and liaising with Clinical Performance Managers
• Closing client records ensuring client case notes are updated.
• Financial Controls - ensuring all associate invoices are verified and attached to associated PO's prior to submission for payment.
• Resourcing and maintaining associate resource pool - complete the onboarding process for external counsellors ensuring all controls associated with IR35 are completed.
• Manage complaints in line with Optima Health's complaint handling process.
  
  Previous experience in a customer service position and/or administrative or preferably in an office environment.
• Experience of working with people in distress, for example in a healthcare or charity setting or previous experience working in an EAP is desirable but not essential
• Emotional resilience and self-awareness, able to deal with stressful situations including distressing calls; able to recognise own needs for support and take appropriate actions as needed
• Written and verbal communication skills, fluent English language skills: able to communicate with stakeholders on day-to-day basis via telephone, email and face to face to ensure effective delivery of service.
• Good IT/PC Skills - including Microsoft Packages, with an ability to learn additional Internal systems and processes. (Ability to construct letters, work with spreadsheets)
  
  The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey. 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.


• Competitive salary
• 25 days annual leave, plus bank holidays
• Buy and sell holiday scheme
• Pension scheme
• Health Cash Plan
• Career progression opportunities
• Employee Assistance Programme
• Cycle to work scheme
• Eye care test vouchers
• Flu vaccination scheme
• Employee discount scheme
• Life assurance
• Professional registrations fees paid
• Clinical Training Academy