We are working with a leading global healthcare organisation that require a Complaints and Governance Lead to join their team.
This is a 4 months temporary position to start ASAP. Based 3 days in their London office and 2 days working from home.
It is essential that you have experience of using Datix and writing complaints within a healthcare environment.
Responsibilities
Managing complaints coming into a Hospital, to deliver fair outcomes, excellent service improvements and help eliminate potential reputational risk. Resolving cases that are considered specialist in their nature, ensuring all CQC regulatory requirements are adhered to and that all complaints are managed in a consistent way from local resolution through to formal complaint and level 2 escalation. Championing best practice in complaint handling, customer satisfaction and loyalty by supporting robust investigations, recognising root causes and resolving complaints within regulatory timeframes. Planning and implementing appropriate measures to reduce the likelihood of an event adversely affecting the Hospital’s ability to achieve its objectives and/or to complete day-to-day activities in a manner which is consistent with legal, regulatory and customer expectations. What we are looking for
A proven track record of delivering and writing customer-focused outcomes within a healthcare setting. Experience in using Datix and CQC regulations. Ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations. Demonstrated excellent problem-solving skills and the ability to make sound commercial decisions, weighing up the possible financial implications to Cromwell Hospital and the impact on the customer. This is a 4 months temporary position (subject to pre-employment compliance checks) and offers a daily rate of £180.00 per day plus holiday pay if working via PAYE, or £230 per day via Umbrella company. If this role is of interest, please submit your CV ASAP. Please note that we consider every CV submitted to us; however, due to the high volume of applications and time constraints, we are only able to get back to those applications that are successful.
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Managing complaints coming into a Hospital, to deliver fair outcomes, excellent service improvements and help eliminate potential reputational risk. Resolving cases that are considered specialist in their nature, ensuring all CQC regulatory requirements are adhered to and that all complaints are managed in a consistent way from local resolution through to formal complaint and level 2 escalation. Championing best practice in complaint handling, customer satisfaction and loyalty by supporting robust investigations, recognising root causes and resolving complaints within regulatory timeframes. Planning and implementing appropriate measures to reduce the likelihood of an event adversely affecting the Hospital’s ability to achieve its objectives and/or to complete day-to-day activities in a manner which is consistent with legal, regulatory and customer expectations. What we are looking for
A proven track record of delivering and writing customer-focused outcomes within a healthcare setting. Experience in using Datix and CQC regulations. Ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations. Demonstrated excellent problem-solving skills and the ability to make sound commercial decisions, weighing up the possible financial implications to Cromwell Hospital and the impact on the customer. This is a 4 months temporary position (subject to pre-employment compliance checks) and offers a daily rate of £180.00 per day plus holiday pay if working via PAYE, or £230 per day via Umbrella company. If this role is of interest, please submit your CV ASAP. Please note that we consider every CV submitted to us; however, due to the high volume of applications and time constraints, we are only able to get back to those applications that are successful.
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