Hello Doctor Administrative Assistant

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

As an applicant, please verify the legitimacy of this job advert on our company career page.

To provide efficient after-hours administrative and operational support to the Hello Doctor service, ensuring timely resolution of doctor and stakeholder queries, accurate claims processing, and effective complaint management to support uninterrupted service delivery.

• Provide comprehensive after-hours administrative support to the Hello Doctor service.
• Monitor and manage incoming queries, emails, and service requests.
• Maintain accurate records of all after-hours activities and interventions.
• Ensure adherence to service level agreements (SLAs) and operational procedures.
• Provide first-line troubleshooting support for queries received from doctors.
• Assess, prioritise, and resolve routine doctor issues within agreed turnaround times.
• Escalate complex or unresolved matters to the appropriate teams.
• Maintain clear communication with doctors throughout the resolution process.
• Liaise with internal and external stakeholders to resolve doctor-related problems.
• Respond professionally to stakeholder queries received after hours.
• Facilitate coordination between operational, clinical, and claims teams where required.
• Maintain strong working relationships to support seamless service delivery.
• Log, investigate, and follow up on complaints received after hours.
• Gather relevant information and supporting documentation.
• Ensure complaints are resolved or escalated in line with the complaints management framework.
• Provide feedback to relevant stakeholders on complaint outcomes.
• Investigate rejected claims to determine root cause.
• Correct and reprocess claims in accordance with scheme rules and internal procedures.
• Liaise with claims and clinical teams where clarification is required.
• Maintain accurate audit trails of claim interventions.
• Capture and update case information on relevant systems.
• Compile after-hours activity reports as required.
• Identify recurring issues and flag trends to management.
• Support continuous improvement initiatives within the service

Enable client centricity within area of responsibility (Client)

• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes"

Self-management and teamwork (People)

• Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development"

Manage budget and implement sound financial controls (Finance)

• Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.
• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Plan and implement a cycle of medium term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings."