We are working with a leading global healthcare organisation that requires a Healthcare Complaints Lead to join their team.
This is a 4-month temporary position to start ASAP. Based 3 days in their South Kensington office and 2 days working from home.
It is essential that you have experience of using Datix and closing 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 all complaints are managed consistently from local resolution through to formal complaint and level 2 escalation. You will champion best practices in complaint handling, customer satisfaction, and loyalty by supporting robust investigations, recognising root causes, and resolving complaints within regulatory timeframes. Plan and implement 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 consistent with legal, regulatory, and customer expectations. Manage your own workload and make informed decisions, working to tight timeframes. What we are looking for
You will have a proven track record of dealing with complaints both formal and informal in line with processes. Experience in using Datix to log, maintain, and close complaints and CQC regulations. Ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations. Strong negotiation skills through regular interface with patients and staff (including senior managers). Resilience in managing highly emotive situations with both staff and complainants on a regular basis. Ability to analyse complex issues and operate in a sensitive environment. Experience of setting up and implementing internal processes and procedures. This is a 4-month 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 all complaints are managed consistently from local resolution through to formal complaint and level 2 escalation. You will champion best practices in complaint handling, customer satisfaction, and loyalty by supporting robust investigations, recognising root causes, and resolving complaints within regulatory timeframes. Plan and implement 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 consistent with legal, regulatory, and customer expectations. Manage your own workload and make informed decisions, working to tight timeframes. What we are looking for
You will have a proven track record of dealing with complaints both formal and informal in line with processes. Experience in using Datix to log, maintain, and close complaints and CQC regulations. Ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations. Strong negotiation skills through regular interface with patients and staff (including senior managers). Resilience in managing highly emotive situations with both staff and complainants on a regular basis. Ability to analyse complex issues and operate in a sensitive environment. Experience of setting up and implementing internal processes and procedures. This is a 4-month 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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