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Complaints Resolution Specialist

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 Natural and Mild IVF, a form of IVF that uses gentle, safer, and more affordable methods. Our team is dedicated to delivering exceptional patient care and experiences.

Job Description:

We are seeking a highly skilled and empathetic individual to join our team as a Complaint Resolution Specialist in our London office. As a key member of our team, you will be responsible for ensuring that patient complaints are handled efficiently and effectively, while maintaining a patient-focused approach.

Duties and Objectives:

  • Monitor and track formal and informal complaints to ensure compliance with company Standard Operating Procedures (SOPs)
  • Draft comprehensive responses to complaints, ensuring clarity and empathy
  • Maintain thorough knowledge of all procedures and pricing related to CREATE's IVF treatments
  • Communicate CREATE's unique selling points to patients, highlighting the benefits of our treatments
  • Foster trust with patients by conveying our commitment to science, transparency, and ethics
  • Follow up with patients who have been advised to undergo IVF, encouraging them to proceed with our treatments
  • Analyze complaint data and present findings to the senior leadership team for informed decision-making
  • Provide accurate information, support, and advice to patients regarding the procedures they are considering
  • Maintain a patient-focused approach, responding to enquiries in line with established SOPs
  • Contribute to the sharing of knowledge, best practices, and cross-learning between teams, fostering a culture of continuous improvement

Key Results and KPIs:

  • Patient Feedback:
    • Achieve a high percentage of positive feedback from patients regarding the handling and resolution of their complaints
    • Measure the percentage of patients who report satisfaction with the resolution provided
    • Track and aim to decrease the number of repeat complaints from the same patient
  • Timeliness of Complaint Responses:
    • Ensure that 100% of all complaint responses are sent within statutory time limits
    • Monitor and aim to reduce the average time taken to resolve complaints
    • Track the number of escalated complaints and ensure that all escalations are handled within prescribed timeframes
  • Complaint Resolution Rate:
    • Aim for a high percentage of complaints closed within the first response
    • Monitor the number of open complaints at any given time and work towards reducing this number
  • Regulatory Compliance:
    • Achieve positive results in internal and external audits related to complaint management
    • Ensure accurate and timely reporting of complaint statistics to relevant regulatory bodies

Qualifications:

  • Proven experience in complaint resolution, particularly in a healthcare or sensitive service environment
  • Empathy and patient-centered approach, with the ability to demonstrate compassion and support through clear communication
  • Exceptional communication and interpersonal skills, enabling the building and maintaining of positive relationships with patients and internal teams
  • Experience in healthcare or customer service, with a background in handling sensitive situations
  • Collaborative team player, with the ability to work effectively across multiple teams
  • Strong attention to detail and organizational skills, with the ability to manage and prioritize multiple tasks and complaints simultaneously
  • Self-motivated and adaptable, with the ability to manage several tasks at once in a dynamic environment

Experience and Personal Qualities:

  • Relevant experience in customer service, healthcare, or a related field, particularly in roles that involve direct interaction with clients or patients
  • Strong problem-solving skills, with the ability to approach challenges with a solution-focused mindset
  • Superior communication abilities, with the capacity to convey information clearly, empathetically, and effectively to a diverse audience
  • Relationship-building aptitude, with the ability to foster and maintain positive relationships with patients and internal teams
  • Customer-focused approach, dedicated to ensuring patient satisfaction and delivering a high standard of care and service