Job Overview
CREATE Fertility is seeking a skilled Complaints Manager to join our team in Farringdon, London. As a pioneer in Natural and Mild IVF, we prioritize patient satisfaction and adherence to regulatory standards.
Key Responsibilities
* Monitor and track formal and informal complaints to ensure compliance with company Standard Operating Procedures (SOPs).
* Collect relevant information and draft comprehensive responses to complaints, ensuring clarity and empathy.
* Maintain thorough knowledge of IVF procedures and pricing related to CREATE's treatments.
* Effectively communicate CREATE's unique selling points to patients, ensuring they understand the benefits of our treatments.
* Convince patients of our commitment to science, transparency, and ethics, fostering trust in our service.
* Follow up with patients who have been advised to undergo IVF, encouraging them to proceed with our treatments.
* Participate in the analysis of complaint data and present findings to the senior leadership team for informed decision-making.
* Ensure patients receive accurate information, support, and advice regarding the procedures they are considering.
* Maintain a patient-focused approach, responding to enquiries in line with established SOPs.
* Contribute to the sharing of knowledge, best practices, and cross-learning between clinics, fostering a culture of continuous improvement.
Key Performance Indicators
* Patient Satisfaction Scores: Achieve a high percentage of positive feedback from patients regarding the handling and resolution of their complaints.
* Resolution Effectiveness: Measure the percentage of patients who report satisfaction with the resolution provided.
* Reduction in Repeat Complaints: Track and aim to decrease the number of repeat complaints from the same patient.
* Timeliness of Complaint Responses: Ensure that 100% of all complaint responses are sent within the statutory time limits.
* Complaint Resolution Rate: Aim for a high percentage of complaints closed within the first response.
Requirements
* Proven experience in complaint resolution, particularly in a healthcare or sensitive service environment.
* Empathy and patient-centered approach, with the ability to demonstrate empathy and provide support.
* Exceptional communication and interpersonal skills, enabling the building and maintaining of positive relationships with patients and internal teams.
* Experience in healthcare, customer service, or a related field, with experience in handling sensitive situations.
* Collaborative team player, with the ability to work effectively across multiple teams.
* Strong attention to detail and organizational skills, with the ability to manage and prioritize multiple tasks and complaints simultaneously.
* Self-motivated and adaptable, with the ability to manage several tasks at once in a dynamic environment.