Complaints Resolution Specialist

6 days 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 gentle fertility solutions, committed to delivering exceptional patient care and outcomes.

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 Tracking: Monitor and track all patient complaints to ensure full compliance with our Standard Operating Procedures (SOPs) and regulatory requirements.
  • Drafting Responses: Collect relevant information and draft comprehensive responses to patient complaints, ensuring clarity, empathy, and a high level of patient satisfaction.
  • In-Depth Knowledge of IVF Procedures and Pricing: Maintain thorough knowledge of all IVF procedures and pricing related to our treatments, ensuring that patients receive accurate and transparent information.
  • Communication of CREATE's Unique Selling Points: Effectively communicate our unique selling points to patients, highlighting the benefits of our treatments and services.
  • Building Patient Trust: Foster trust with patients by demonstrating our commitment to science, transparency, and ethics, ensuring that patients feel confident in our services.
  • Patient Follow-Up: Follow up with patients who have been advised to undergo IVF, encouraging them to proceed with our treatments and providing ongoing support and guidance.
  • Data Analysis and Reporting: Participate in the analysis of complaint data and present findings to our senior leadership team, informing decision-making and driving continuous improvement.
  • Patient Support and Information: Ensure that patients receive accurate and timely information, support, and advice regarding our procedures and services.
  • Adherence to SOPs: Maintain a patient-focused approach, responding to patient enquiries in line with our established SOPs and regulatory requirements.
  • 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 and excellence.
Key Performance Indicators (KPIs)
  • Patient Feedback: Achieve high levels of patient satisfaction, as measured through post-resolution surveys, with a focus on resolving complaints efficiently and effectively.
  • Timeliness of Complaint Responses: Ensure that all complaint responses are sent within statutory time limits, maintaining full compliance with regulatory requirements.
  • Complaint Resolution Rate: Aim for a high percentage of complaints closed within the first response, indicating effective initial handling and resolution.
  • Regulatory Compliance: Achieve positive results in internal and external audits related to complaint management, demonstrating adherence to our SOPs and regulatory standards.
  • Continuous Improvement Initiatives: Implement changes or improvements based on the analysis of complaint trends and patient feedback, aiming to reduce the occurrence of similar complaints in the future.
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 prioritize 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.

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