[Hiring] Enhanced Physiotherapy Practitioner @Bupa

Role Description

This is a telephone-based triage consultation service available for Bupa Insurance Members and Corporate Customers with musculoskeletal conditions to ensure that the customer is signposted to the right clinician first time.

Clinical Responsibilities

• Ability to order and interpret diagnostic tests.
• Deliver excellent standards of telephone assessment via video & audio capabilities.
• Deliver diagnosis and facilitate onward referral.
• Adhere to best practice standards, clinical policies, clinical audit and clinical performance monitoring.
• Provide clinical management, immediate resolution and onward referral where appropriate.
• Learn from clinical complaints and customer satisfaction surveys.
• Attend clinical training, professional development and clinical reviews.
• Adhere to professional standards, clinical governance reporting, compliance with professional regulatory frameworks, professional development and training in line with the requirement of HCPC.
• Monitor and follow up complex cases and red flag cases.
• Escalate where required and appropriate to the APP Lead Therapist.
• Undertake project / additional work as required to assist in the improvement and enhancement of the service.
• Assess customers’ needs and provide appropriate advice and support.
• Management of customer pathways, delivering the most appropriate clinical outcomes at the best cost for the customer.
• Ensuring that communications to employees, providers and consultants reflects Bupa’s ‘Treating Customers Fairly’ obligations.

Operational Responsibilities

• Deliver a contracted telephone APP session.
• Deliver operational SLA’s and other performance metrics through expected telephony measures.
• Adhere to information governance and confidentiality.
• Ensure compliance with operational control standards i.e. ISO, Bupa Quality Standards, clinical governance and legal requirements.
• Work within PhysioLine operational hours and provide services in line with customer demand and business need.
• Provide input into materials which support client engagement or sales.
• Liaise with corporate clients, ensuring effective delivery for our customers.
• Ensure high levels of customer satisfaction through effective delivery within expected quality measures.
• Completing all compulsory regulatory training on time.

Qualifications

• Strong experience as a Physiotherapist in a musculoskeletal setting with 3 years post-graduate MSK experience.
• 1 year experience in Bupa Health Clinics core physiotherapist role or attained FCP roadmap level 2 or equivalent.
• Up to date with own clinical practice and demonstrates an ability to maintain clinical competence.
• Level 7 MSc level qualification relevant to MSK desirable.
• Member of the HCPC.
• Ability to evaluate, plan and prioritise workload within demanding time scales.
• Excellent application of clinical knowledge.
• Enthusiastic, self-motivated and self-sufficient.
• Ability to respond rapidly and decisively.
• Excellent interpersonal and communication skills & a team player.
• Strong problem-solving capability.
• Telephone triage experience desirable.
• IT proficient.

Benefits

• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
• Enhanced pension and life insurance.
• Discounted access to online gym sessions.
• Bupa health insurance as a benefit in kind.
• Option to join dental insurance scheme at a discounted rate.
• Access to our Digital GP platform on your mobile.
• Emotional wellbeing support.
• Access to family mental health line.
• Financial wellbeing channels.
• Support for carers.