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Complaints Resolution Specialist

2 months ago

London, Greater London, United Kingdom CREATE Fertility Full time
About the Role

We are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team at CREATE Fertility. As a key member of our customer service team, you will be responsible for ensuring that all patient complaints are handled efficiently and effectively.

Key Responsibilities
  • Compliance Tracking: Monitor and track all formal and informal complaints to ensure full compliance with our company's Standard Operating Procedures (SOPs).
  • Drafting Responses: Collect relevant information 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 our IVF treatments.
  • Communication of CREATE's Unique Selling Points: Effectively communicate our unique selling points to patients, ensuring they understand the benefits of our treatments.
  • Building Patient Trust: Convince patients of our commitment to science, transparency, and ethics, fostering trust in our service.
  • Patient Follow-Up: Follow up with patients who have been advised to undergo IVF, encouraging them to proceed with our treatments.
  • Data Analysis and Reporting: Participate in the analysis of complaint data and present findings to our 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 our clinics, fostering a culture of continuous improvement.
Key Performance Indicators (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.
Requirements
  • 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 Qualities
  • 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.