Health Professional Complaints Lead

Home-based
Permanent, Full time
Between £40,000 - £55,000 per annum

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

As the Health Professional Complaints Lead you will report into the Customer Experience Manager and be the primary clinical voice within the Customer Experience team, providing clinical insight, analysis, input and leadership within complaints, regulatory investigations, and administrative processes within the business. This includes providing support to non-clinical team members who interact with claimants on the phone. The role may also engage directly with colleagues within the Department for Work and Pensions (DWP) by supporting the investigations of Internal Process Reviews (IPRs) when requested.

**Your main responsibilities**:
Accurately respond to complaints where the issue raised is clinical in nature. Support the whole Customer Experience team with clinical insight and knowledge in your specialist disability assessment area. Lead on investigations prompted by clinical regulatory bodies. Develop and maintain a suite of documents and reporting mechanisms to communicate themes from complaints to ensure learning is fed back to the business as part of continuous improvement. Complete end-to-end case audits in support of complaints from Members of Parliament. Agree detective and corrective actions with line managers to support continuous improvement. Maintain approval status by completing disability assessments in your specialism. Act as a clinical point of contact for potential safeguarding issues identified in the contact centre.

**What you’ll need to do the role**: Valid and clear NMC, HCPC or GMC Knowledge of healthcare regulations and accreditation standards. Approved status with DWP as an HP with the DWP for PIP or WCA One year’s experience as an HP in PIP or WCA Strong analytical and critical thinking skills. Mentoring and teaching new practitioners with the ability to provide feedback in a compassionate and constructive manner. Attention to detail and the ability to work independently. Prior experience in healthcare administration, quality improvement, or auditing is a significant advantage. CPD in Clinical Audit is an advantage.

What we offer Up to 6% contributory pension scheme Life insurance 25 days annual leave plus bank holidays. Options for annual leave purchase & carry over A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more. A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion. Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships. Interesting and enjoyable work. Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.