Client Administrator UK

About TMC

Telemedicine Clinic (TMC), a part of Unilabs since 2017, stands as a European frontrunner in teleradiology and sophisticated diagnostics. Supporting upwards of 130 radiology departments across the UK, Sweden, Denmark, and Norway, TMC has a team of over 300 expert radiologists who review more than 800,000 cases annually. The organization's mission is centered on enhancing patient outcomes via prompt, precise radiology reporting delivered with operational excellence. Merging healthcare professionalism with tech-driven agility, TMC fosters a diverse, international culture rooted in collaboration, innovation, care, and integrity.

Department and Reporting

The Operations Department aims to provide seamless, efficient service aligned with turnaround time targets and focuses on accessibility, turnaround times, accuracy, and client satisfaction. Within the UK, Operations comprises two teams: Client Admin and Capacity Management (CM). The department ensures service delivery meets client expectations and objectives, serving both customers and radiologists. Service areas span customer management, client KPI alignment with quality and ISO standards, case volume and language control, workflow management, and implementation and project management.

The Client Administrator reports to the Deputy Head of Operations (DHoO), or to the Head of Operations and Capacity (HoOC) when the DHoO is unavailable.

Key Responsibilities

• Maintain daily communication with clients, efficiently resolving issues to prevent unattended emails or calls, and document all incidents and requests for stakeholder reporting.
• Conduct client communications courteously and with a customer-focused approach to ensure satisfaction.
• Enter incoming data into systems and verify correct delivery of outgoing reports, ensuring documentation includes critical clinical and patient information for efficient radiologist review.
• Organize daily tasks to meet hospital KPIs; escalate potential delays to leadership promptly.
• Notify CM and BU managers of client-related challenges to inform planning adjustments.
• Identify and report inconsistencies, errors, and discrepancies proactively.
• Manage requests and incidents according to established guidelines within set timelines; perform volume control and client communication tasks such as login requests and radiologist updates.
• Provide basic training to radiologists on Client Admin-related tasks.
• Oversee case workflow to ensure adherence to turnaround times while handling sensitive personal and patient data per protocols.

Candidate Profile

• Experienced in teamwork with capacity to assist in employee training.
• Capable of managing time pressures and sensitive situations with tact.
• Meticulous and efficient in task execution.
• Comfortable handling client calls and complaints, demonstrating a service-oriented mindset.
• Proficient in administrative tasks, email and phone communication; medical knowledge advantageous.
• Flexible in reordering workload and adopting new responsibilities as needed.
• Strong IT skills, particularly in MS Office applications such as Excel; experience in service environments preferred.
• Fluent English communication skills essential for client interaction.
• Availability for shifts between 8am and 7pm, with approximately one weekly shift onsite in the Auckland office.