About The Role
To take full accountability for the end-to-end customer and patient interactions, ensuring alignment with LCHP strategic objectives, and continuously improving the related service levels in response to organisational needs and regulatory requirements.
This is a fixed term contract for maternity cover.
Key Accountabilities:
Own and Manage Customer and Patient Experience:
1. Define clear objectives and desired outcomes for customer and patient interactions.
2. Identify pain points and root causes, implementing projects to address these.
3. Develop and implement internal SLAs to ensure the best experience.
4. Partner with operational functions and Digital Product Owner to ensure user-friendly products.
5. Continuously monitor and improve the customer and patient experience.
Document and Maintain Processes:
1. Ensure all interactions are documented within processes.
2. Partner with process owners to improve interactions.
3. Define and implement escalation paths and business continuity plans.
4. Monitor adherence to documented procedures and update as needed.
Identify and Manage Experience Improvements:
1. Assess efficiency and effectiveness of interactions, identifying opportunities for improvement.
2. Conduct root cause analysis and implement changes while ensuring compliance.
3. Partner with Process Owners, SMEs, and IT to optimize technological components.
Stakeholder Engagement:
1. Establish mechanisms for collecting feedback from users and stakeholders.
2. Engage with stakeholders to develop and improve interactions.
3. Communicate changes to ensure alignment and buy-in.
4. Organize regular stakeholder meetings to drive engagement.
Risk Management:
1. Identify and manage risks associated with interactions.
2. Record and categorize risks, developing mitigation strategies.
3. Collaborate with compliance teams for thorough risk evaluation.
Why Lloyds Clinical?
We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees. Lloyds Clinical has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing. These roles come with fantastic benefits including:
* 25 days annual leave plus bank holidays
* Company bonus scheme
* Outstanding training & development programmes
* Up to £1200 refer a friend bonus
* Full support from our employee assistance programme including a health and well-being app
* Savings and discounts at multiple retailers through our rewards portal
About You
* Proven track record in designing and implementing customer experience plans.
* Experience in managing customer/patient interactions across multiple operational areas.
* Strong problem-solving and root-cause analysis skills.
* Knowledge of tools to visually represent the customer/patient journey.
* Understanding of industry regulations and best practices.
* Excellent communication and engagement skills.
About Us
At Lloyds Clinical, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK. Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond. Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.
We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team.
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