Senior Quality Officer - Complaints and Incidents

Healthnet Homecare; Purston Jaglin; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare services provider in the UK is looking for a Complaints and Incidents Officer to enhance patient experience by managing complaints and incidents. Ideal candidates possess experience in customer service and familiarity with Microsoft Office. This role includes supporting investigations, ensuring quality assurance, and communicating effectively with patients. The position offers a competitive salary, training opportunities, and a comprehensive benefits package including a pension scheme and 25 days holiday.

Benefits

Competitive salary structure

25 days holiday + bank holiday

Pension Scheme

Ongoing training and development

Professional registration fees paid

Employee Assistant Programme

Refer a friend scheme

Uniform provided

Kit bags for all Homecare Nurses

Eyecare Vouchers

Perks via Perkbox

Long service awards

Qualifications

• Experience in a role involving patient or customer interactions is desirable.
• Must be able to use a full complement of Microsoft Office Apps.

Responsibilities

• Support investigation managers to ensure timely completion of complaints and incidents.
• Acknowledge and triage complaints and incidents.
• Communicate with patients to resolve issues promptly and improve satisfaction.
• Ensure all complaints and incidents are accurately recorded in the Quality Management System.
• Monitor Key Performance Indicators and prepare reports.

Skills

Experience in managing complaints

Proficiency in Microsoft Office

Education

GCSES A-C / 9-4 in core subjects English and Maths

A-levels or appropriate post GCSE qualification

Job description

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 Complaints and Incidents Officer within our Quality Team to help support the investigation of Complaints and Incidents with their assigned investigation owner. Providing quality assurance of the investigation process, suitable responses to Patients, Customer and Clients to a consistently high standard and review of the corrective and preventative actions. The role is critical to improving the customer and patient experience of HealthNet Homecare.

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

• Working with the Complaint and Incident Managers, to support investigation managers to complete the timely completion of complaints and Incidents.
• Support the Quality Administrators in the acknowledgement and triage of complaints and incidents.
• To support the Complaints and Incident Managers to the timely responses of formal complaints and incidents, meeting our agreed Key Performance Indicators.
• Proactively communicate with patients and customers to resolve issues in a timely manner and improve customer satisfaction levels.
• Ensure accurate recording of all complaint and incidents in the Quality Management System.
• Support the creation and closure of CAPA plans across the business working closely with the Quality Managers, this will include the monitoring and trending of CAPAs.
• Maintain knowledge of relevant departments' processes and procedures, as well as regulatory guidelines and information.
• To deliver QMS and other Quality Team training to the business, this may include group training and one-one discussions.
• Working with others across the Quality Team ensure the business is 'audit ready' and support with audits by our regulators.
• Proactively work with departments across HealthNet to resolve issues and support them in driving forward the quality agenda within their departments.
• As and when needed, (to include but not an exhaustive list), support minute taking, monitor and management of Quality team group email accounts and Quality Checks at the Featherstone site.
• Support the monitoring and reporting of Key Performance Indicators and preparation of reports to Governance groups.

What experience and skills are we looking for?

• Experience in a role that involved working with patients or customers and managing complaints and incidents is desirable.
• Experience in full complement of Microsoft Office Apps.

Qualifications

• GCSES A-C / 9-4 in core subjects English and Maths
• A-levels or appropriate post GCSE qualification

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.

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.