Rehabilitation Triage Call Handler

Potentiam company background

(The Employer)

Potentiam is a rapidly growing global offshore solutions provider, connecting skilled technical professionals with leading UK and European companies. With established offices in South Africa, Romania, and India , and our newest location in Brazil, we continue to expand our global presence to support businesses in scaling effectively and sustainably.

Our mission is to help companies build high-performing offshore teams while ensuring our people have clear career development and growth opportunities. Potentiam manages all aspects of HR, payroll, infrastructure, and staff development, while our clients directly oversee their teams’ day-to-day responsibilities and role-specific training.

With ambitious growth plans to reach over 500 team members globally within the next 3–4 years, Potentiam offers an exciting, fast-paced environment where people, purpose, and performance come together.

Potentiam’s client

The client is an independent UK-based healthcare services company that supports individuals involved in personal injury claims by helping them access the most appropriate treatment and diagnostic services. This may include screening, diagnostic assessments, physiotherapy, or psychological support.

They work in partnership with leading treatment providers across the UK, giving them nationwide coverage and ensuring injured individuals receive timely, high-quality care wherever they are based

Purpose of role

The Rehabilitation Triage Call Handler is responsible for managing high volumes of inbound and outbound calls relating to rehabilitation services.

The role involves processing rehabilitation screening calls, booking appointments, updating case management systems, and providing professional customer service to solicitors, claimants, medical experts, and suppliers.

This position requires excellent communication skills, strong attention to detail, and the ability to handle sensitive patient information with empathy and professionalism.

Duties and responsibilities

• Action and process rehabilitation screening calls in accordance with procedural guidelines.
• Manage inbound and outbound calls professionally, ensuring a high standard of customer service.
• Book and coordinate rehabilitation appointments using case management systems.
• Log all relevant information, including dates, times, contacts, and case notes, to maintain a full audit trail.
• Update and maintain accurate records across multiple systems, including ServiceNow and other case management platforms.
• Monitor call-backs and ensure they are completed within agreed timeframes.
• Communicate effectively with solicitors, claimants, medical experts, suppliers, and internal teams.
• Escalate complex or sensitive queries to the Operations Team or appropriate senior colleagues.
• Handle difficult or emotional callers calmly, demonstrating empathy and de-escalation skills.
• Ensure all patient-sensitive information is handled in compliance with GDPR and confidentiality requirements.
• Support the wider rehabilitation team with administrative tasks as required.
• Undertake any other duties allocated by management.

Skills/Experience

• Background in medical administration, insurance claims, legal case handling, or customer service call centre environments
• Experience in a healthcare or clinical environment.
• Experience working in regulated services, such as medical-legal or insurance claims.
• Experience handling sensitive or confidential information.
• Strong numeracy and technical literacy skills.
• Ability to work accurately with data entry and case management systems.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a regulated or process-driven environment.
• Familiarity with GDPR and confidentiality requirements.

Soft Skills

• Ability to prioritise under pressure.
• Strong multitasking skills in a fast-paced environment.
• Excellent written communication skills.
• Team collaboration and professional ownership.
• High level of attention to detail.
• Empathy and emotional intelligence when dealing with claimants and patients.
• Natural warmth and the ability to de-escalate challenging situations.

Location and hours

Foreshore, Cape Town CBD

PLEASE NOTE: The working hours will be on a rotational shift basis, with shifts scheduled between 09:30 and 20:30 and 10:30 and 21:30.

Hybrid