Complaints Manager

2 months ago

London, United Kingdom CREATE Fertility Full time

About Us

CREATE Fertility is one of the leading IVF and fertility treatment providers with centres across the UK. We are pioneers of Natural and Mild IVF, a form of IVF which uses either no or low dosages of fertility drugs. Our treatments are gentle, safer and more affordable than other clinics and we continue to invest in new innovation. We are looking for an energetic, talented individual to join the team in our amazing team in Farringdon, London.

Duties and Objectives

 

 

  • Compliance Tracking: Monitor formal and informal complaints to ensure full compliance with company Standard Operating Procedures (SOPs)

  • Drafting Responses: Collect relevant statements and draft comprehensive responses to complaints, ensuring clarity and empathy

  • In-Depth Knowledge of IVF Procedures and Pricing: Maintain thorough knowledge of all procedures and pricing related to CREATE’s IVF treatments

 

  • Communication of CREATE’s Unique Selling Points (USPs): Effectively communicate CREATE’s unique selling points to patients, ensuring they understand the benefits of the treatments offered

  • Building Patient Trust: Convince patients of CREATE’s commitment to science, transparency, and ethics, fostering trust in the service provided

 

  • Patient Follow-Up: Follow up with patients who have been advised to undergo IVF, encouraging them to proceed with CREATE’s treatments

  • Data Analysis and Reporting: Participate in the analysis of complaint data and present findings to the senior leadership team for informed decision-making

  • Patient Support and Information: Ensure patients receive accurate information, support, and advice regarding the procedures they are considering

  • Adherence to SOPs: Maintain a patient-focused approach, responding to enquiries in line with established SOPs

  • Knowledge Sharing and Best Practices: Contribute to the sharing of knowledge, best practices, and cross-learning between ABC IVF and CREATE clinics, fostering a culture of continuous improvement

 Key results and KPIs

Patient Feedback:

 

  • Patient Satisfaction Scores: Achieve a high percentage of positive feedback from patients regarding the handling and resolution of their complaints, as measured through post-resolution surveys.
  • Resolution Effectiveness: Measure the percentage of patients who report satisfaction with the resolution provided, indicating successful complaint management.
  • Reduction in Repeat Complaints: Track and aim to decrease the number of repeat complaints from the same patient, indicating successful long-term resolution and prevention of recurring issues.

 

Timeliness of Complaint Responses:

 

  • Compliance with Statutory Limits: Ensure that 100% of all complaint responses are sent within the statutory time limits as set by regulatory bodies, maintaining full compliance with legal requirements.
  • Average Resolution Time: Monitor and aim to reduce the average time taken to resolve complaints, ensuring that issues are addressed swiftly and efficiently.
  • Escalation Management: Track the number of escalated complaints and ensure that all escalations are handled within the prescribed timeframes, minimizing delays in higher-level reviews.

 

Complaint Resolution Rate:

 

  • Closure Rate: Aim for a high percentage of complaints closed within the first response, indicating effective initial handling and resolution.
  • Reduction in Open Cases: Monitor the number of open complaints at any given time and work towards reducing this number by improving resolution efficiency.

 

Regulatory Compliance:

 

  • Audit Performance: Achieve positive results in internal and external audits related to complaint management, demonstrating adherence to company SOPs and regulatory standards.
  • Compliance Reporting: Ensure accurate and timely reporting of complaint statistics to relevant regulatory bodies, maintaining transparency and accountability.

Continuous Improvement Initiatives:

 

  • Implementation of Feedback: Track the implementation of changes or improvements based on the analysis of complaint trends and patient feedback, aiming to reduce the occurrence of similar complaints in the future.
  • Training Effectiveness: Monitor the effectiveness of staff training programs related to complaint management, ensuring that all relevant staff are equipped to handle complaints appropriately.

 

 

Qualifications:

  • Proven Experience in Complaint Resolution: Demonstrated ability to swiftly and effectively address and resolve patient issues, particularly within a healthcare or sensitive service environment.

  • Empathy and Patient-Centered Approach: Highly intuitive to patient needs, with the ability to demonstrate empathy and provide support through clear, concise, and compassionate communication.

  • Exceptional Communication and Interpersonal Skills: Strong verbal and written communication abilities, coupled with excellent interpersonal skills, enabling the building and maintaining of positive relationships with patients and internal teams.

  • Experience in Healthcare or Customer Service: A background in healthcare, customer service, or a related field, with experience in handling sensitive situations; experience in sales is advantageous but not essential.

  • Collaborative Team Player: Ability to work effectively across multiple teams, fostering collaboration and ensuring consistent communication and coordination in resolving patient concerns.

  • Strong Attention to Detail and Organisational Skills: Highly attentive to detail, with excellent organizational skills to manage and prioritise multiple tasks and complaints simultaneously.

  • Self-Motivated and Adaptable: Must be proactive, flexible, and able to manage several tasks at once in a dynamic environment, with the ability to adapt to changing priorities and demands.

Experience and Personal Experience

  • Relevant Experience: Previous experience in customer service, healthcare, or a related field is preferred, particularly in roles that involve direct interaction with clients or patients. Experience in sales is a plus.

  • Strong Problem-Solving Skills : Demonstrated ability to approach challenges with a problem-solving mindset, quickly identifying solutions and ensuring satisfactory outcomes for all parties involved.

  • Superior Communication Abilities: Exceptional verbal and written communication skills, with the capacity to convey information clearly, empathetically, and effectively to a diverse audience.

  • Relationship-Building Aptitude: Proven ability to foster and maintain positive relationships, both with patients and within teams, creating a supportive and collaborative environment.

  • Customer-Focused Approach: A strong customer-oriented mindset, dedicated to ensuring patient satisfaction and delivering a high standard of care and service.

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