Job Information

We are recruiting for a Client Experience and Quality Coordinator to champion patient safety, experience and collaborate with leads and managers to improve quality of care and aim to achieve the organisations goal of best possible customer service.

Duties & Responsibilities:

- To monitor the Feedback inbox and processing emails within a timely manner following the department`s standard operating procedures
- Follow the complaint and concerns policy and procedure to investigate complaints and concerns, draft formal responses and ensure that responses are sent within the deadline
- Work collaboratively across the company to coordinate investigations into concerns, complaints and patient safety incidents. Create event time lines and explore the range of contributory factors and identifying corrective actions
- To monitor all forms of social media/web reviews to identify any actual or potential complaints and ensure they are managed in line with agreed policy and procedure.
- Use insight gained from complaints, concerns and the patient experience survey to identify ways to improve standard operating processes and share learning with relevant stakeholders across the company
- Following up with staff to ensure corrective actions have been taken

Person Specification:

- Excellent customer service skills and ability to speak with a variety of audiences
- A calm, kind and caring manner with the ability to listen to feedback and use skills to de-escalate and/or resolve difficult situations
- Ability to handle challenging situations from clients who may use aggressive language when expressing their concerns
- Excellent communication skills, both written and verbal
- Actively demonstrates core values of trust, integrity, commitment, and kindness through their work
- Good knowledge of MS Word, Excel and PowerPoint
- Healthcare background desirable but not essential

If this sounds like the role for you then please apply now or feel free to contact me for any further information.

Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.