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Head of Patient and Customer Optimisation

3 months ago

Swadlincote, United Kingdom Healthnet Homecare Full time

HealthNet Homecare are specialists in delivering homecare services for patients, from medical deliveries to nursing support for patients in their own homes.

Working with over 180,000 patients across numerous different therapy areas, our dedicated team offer support to patients with rare and orphan diseases right through to more common conditions. Our aim is to make patients' lives easier by taking the stress out of managing their medication and ensuring they are confident they are in safe hands with HealthNet.

We are looking for a ­­­Head of Patient & Customer Optimisation to join our Quality team.

If you are a passionate and caring individual, seeking a role with a mission statement you can truly get behind, where you can help to make a difference to patients' everyday lives, then this is the opportunity for you

Main Responsibilities

To lead and manage the strategic and operational performance of the Quality Complaints and Incidents and Pharmacovigilance teams, with a focus on patient safety and continuous improvement. To contribute to the growth and success of the Company through shaping and optimising the overall patient and customer journey, ensuring safety, satisfaction, loyalty and advocacy. To oversee HealthNet's business processes ensuring they provide a professional, safe and efficient service from new service implementation, patient onboarding, service delivery and customer reporting.

Main Responsibilities:

  • Ensure that the organisation embraces an overall culture of safety, developing methods and strategies where unsafe acts can easily be reported and corrected without creating a blame culture.
  • Lead the Complaints and Incidents function to ensure that the organisation manages all issues in line with regulatory standards and meets Key Performance Indicators (KPIs).
  • Working with the Quality Team and Managers across the organisation, ensure CAPAs are implemented and are monitored for effectiveness. Ensure a relentless focus on patient safety.
  • Oversee the Pharmacovigilance (PV) function. Ensure all reporting is within regulatory and contractual obligations.
  • Ensure all data around PV and complaints and incidents is robustly captured and reported to internal and external stakeholders.
  • Lead on strategy for patient and customer engagement which will inform future service development and improvements.
  • Support managers and the broader organisation in external meetings with the NHS and pharma clients, maintaining positive relationships with all customers.
  • To develop constructive and productive relationships with key external stakeholders, employing highly effective communication, negotiation and influencing skills.
  • To act as a point of escalation for unresolved complaints and patient safety issues.
  • Working with the Quality Team and business managers identify and support continuous improvement initiatives.
  • Provide assurance on the compliance of sub-contracted third parties with respect to contractual and KPI requirements.
  • To provide effective, professional, managerial leadership and co-ordination to all staff within the Team, to include workforce planning.
  • Ensure that all managers within the Team have clearly defined responsibilities and accountability and are working within agreed objectives.
  • To contribute to the design and delivery of staff training across the organisation.
  • Ensure the department meets or improves on budget, cost, volume and efficiency targets in line with business objectives.
  • Observe and comply with Company Standard Operating Procedures (SOP).
  • Observe and comply with company Health and Safety Policies.
  • Observe and comply with GDP/ GPvP

Experience:

  • Minimum 3 years' experience of working within a Quality, Healthcare or medicine supply environment.
  • Significant management and leadership experience.
  • Knowledge and experience of driving improvement in quality and patient/customer experience.
  • Experience of working successfully across functional boundaries
  • Experience of working within a regulated environment (pharmaceutical supply desirable).
  • A good understanding of the pharmaceutical market.
  • Experience of working within and executing a Quality Management System.
  • Knowledge of PV reporting (desirable)
  • Knowledge of GDP and GPvP (desirable)

Qualifications:

Essential

  • Educated to post-graduate degree level in relevant subject or equivalent level qualification or hold an equivalent level professional qualification or equivalent experience at a senior level.

Desirable

  • Relevant professional qualification (e.g. auditing / GDP / GPvP / pharmacy / nursing)
  • Relevant leadership or management qualification.

Personal Skills & Qualities:

  • Clear communicator with excellent written and presentation skills; capable of delivering clear ideas and concepts concisely and accurately to a diverse and varied range of audiences consisting of internal and external stakeholders.
  • Commitment to quality work; promotes high standards in all they do.
  • Ability to concurrently manage a number of very different and complex work streams.
  • Highly motivated, flexible and reliable.
  • Friendly and passionate about patient care.
  • Excellent stakeholder management skills.
  • Strong analytical skills, ability to analyse data and draw out key insights, identifying implications for strategy and plans.
  • Excellent Microsoft Office skills

Key Competencies:

  • Teamwork
  • Ability to train and mentor others
  • Collaboration and building relationships across cultural boundaries
  • Communication and influencing at all levels of the business
  • Negotiation skills
  • Numeracy with good analytical skills
  • Project Management
  • Change Management
  • Decision Making
  • Problem Solving

Confidentiality and GDPR:

  • Observe and adhere to at all time the Confidentiality and GDPR statements listed in the contract of employment.
  • Always adhere to and enforce the most up to date version of the Confidentiality and GDPR policies and ensure any breaches of either policy are reported immediately to the Data Protection Officer (DPO)

Pharmacovigilance

· To be trained in pharmacovigilance ad report all patient safety events and product quality events you may become aware of, from any source, within required timeframes

Good Distribution Practice

· To be trained in Good Distribution Practice and follow GDP standards at all times during the course of your work as defined in the Guidelines on Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01)

Health & Safety

· Adhere to and enforce the most up to date version of the Health, Safety and Environmental policy at all times and ensure all Hazards, near miss, accidents, unsafe working practices and breaches of the policy are reported to the HSE responsible person within the Organisation

Detailed responsibilities vary depending on activities within the function. Specific objectives and tasks will be delegated and controlled by your manager. Job holders may be required to perform duties outside the scope of this job description as requested by the Company. This Job Specification reflects the current position at the date of signature and may change in line with business requirements. In signing this document, you agree that changes may be made to your duties and responsibilities in line with Organisational needs. Any such changes will be discussed with you by your line manager and communicated to you in full prior to the changes being implemented.

What we offer:

  • Competitive salary structure
  • 25 days holiday + bank holiday
  • Pension Scheme
  • Ongoing training and development
  • Professional registration fees paid
  • Employee Assistant Programme including 24/7 hour access to remote GP appointments.
  • Refer a friend scheme
  • Uniform provided
  • Kit bags for all Homecare Nurses
  • Eyecare Vouches
  • Perks and benefits via Perkbox
  • Long service awards.

If the role sounds of interest, and you want to be a part of a company who truly places our patients at the heart of everything we do, please feel free to apply through our careers page and join us in making a difference.

Please note: Due to a high volume of applications, we usually receive, we are unable to contact each applicant individually regarding the status of their application. If you are selected for an interview, we will shortly be in touch.