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Complaints Handling Coordinator

2 months ago

London, Greater London, United Kingdom CREATE Fertility Full time
About Us

CREATE Fertility is a leading provider of IVF and fertility treatment services across the UK. We are pioneers of innovative and patient-centric approaches to fertility care, committed to delivering exceptional results and a supportive experience for our patients.

Job Summary

We are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team in Farringdon, London. As a key member of our patient support team, you will be responsible for ensuring that all patient complaints are handled promptly, efficiently, and with the highest level of care and respect.

Key Responsibilities
  • Compliance and Regulatory Management
    • Monitor and ensure full compliance with company Standard Operating Procedures (SOPs) and regulatory requirements related to complaint handling.
    • Track and report on compliance metrics to ensure adherence to statutory limits and regulatory standards.
  • Complaint Resolution and Response
    • Collect and analyze relevant information to draft comprehensive and empathetic responses to patient complaints.
    • Ensure that all complaints are resolved promptly and efficiently, with a focus on patient satisfaction and resolution effectiveness.
  • Patient Support and Communication
    • Provide clear and concise information to patients regarding their treatment options and fertility care.
    • Ensure that patients receive accurate and timely information, support, and advice regarding their fertility journey.
  • Continuous Improvement and Quality Assurance
    • Participate in the analysis of complaint data and trends to identify areas for improvement.
    • Contribute to the development and implementation of strategies to prevent recurring complaints and improve patient satisfaction.
Requirements
  • Proven Experience in Complaint Resolution
    • Demonstrated ability to handle and resolve patient complaints in a sensitive and empathetic manner.
  • Exceptional Communication and Interpersonal Skills
    • Strong verbal and written communication abilities, with the capacity to convey information clearly and effectively to patients and internal teams.
  • 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.
  • 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 prioritize multiple tasks and complaints simultaneously.
What We Offer
  • Competitive Salary and Benefits Package
  • Opportunities for Professional Development and Growth
  • A Collaborative and Supportive Work Environment
How to Apply

If you are a motivated and empathetic individual with a passion for delivering exceptional patient care, please submit your application, including your resume and a cover letter, to [insert contact information].