Complaints Resolution Specialist

4 weeks ago

London, Greater London, United Kingdom The London Clinic Full time
Job Summary

We are seeking an experienced Complaints Resolution Specialist to join our Clinical Governance team at The London Clinic. This is a key role in our healthcare governance function, responsible for managing the administration of all complaints, feedback, and comments across the organization.

Key Responsibilities
  • Managing the administration of all complaints, feedback, and comments across The London Clinic via Datix risk management system
  • Ensuring all enquiries are acknowledged and responded to within the required timeframes and in-line with Independent Sector Complaints Adjudication Service (ISCAS) code of best practice
  • Communicating with and supporting patients and visitors via telephone calls and emails according to their preference and to provide the most responsive service
  • Working with the Patient Relationship Manager and Deputy Patient Experience Manager to co-ordinate the complaints investigation process and providing swift and thorough review of all patient complaints
  • Drafting responses to complaints via email and letter with support from Patient Relationship Manager and Deputy Patient Experience Manager
Requirements
  • Experience working in patient experience or complaints or customer service roles
  • Proven experience in a customer facing environment – healthcare or hospitality preferred
  • Experience of collaborative working (e.g. with clinicians in health care settings)
  • Experience of working in accordance with the Data Protection Act, GDPR and Caldicott principles
  • Knowledge of healthcare systems and processes
  • Knowledge of best practice in complaints handling

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS).

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