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Fertility Clinic Manager
2 months ago
About the Role
We are seeking a highly skilled and experienced professional to join our team as a Fertility Clinic Manager at CREATE Fertility. As a key member of our operations team, you will play a critical role in ensuring the smooth delivery of our IVF treatments and exceptional patient experience.
Key Responsibilities
- Complaint Resolution and Management
- Monitor and track formal and informal complaints to ensure full compliance with company Standard Operating Procedures (SOPs)
- Draft comprehensive responses to complaints, ensuring clarity and empathy
- Participate in the analysis of complaint data and present findings to the senior leadership team for informed decision-making
- Patient Support and Information
- Contribute to the sharing of knowledge, best practices, and cross-learning between clinics, fostering a culture of continuous improvement
- Effectively communicate CREATE's unique selling points to patients, ensuring they understand the benefits of the treatments offered
- Compliance and Regulatory Affairs
- 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
- Achieve positive results in internal and external audits related to complaint management, demonstrating adherence to company SOPs and regulatory standards
- Continuous Improvement Initiatives
- 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
- 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
- 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
- Strong Attention to Detail and Organisational Skills
- Highly attentive to detail, with excellent organizational skills to manage and prioritize multiple tasks and complaints simultaneously
- Self-Motivated and Adaptable
- Proactive, flexible, and able to manage several tasks at once in a dynamic environment, with the ability to adapt to changing priorities and demands
