Overview
Clinical Complaint Consultant Home based with occasional travel required to Support Office and other UK locations for meetings.
Line Manager Senior Clinical Complaint Consultant
Main purpose of job
* To investigate and respond to complaints received from customers in a fair and consistent manner, in line with Vets Now and IVC Evidensia values.
* Support the Senior Clinical Complaint Consultant with the responses to complaints and meet the KPI’s set by them.
* Liaise with all relevant stakeholders and professional bodies where appropriate to ensure a fair and robust process to seek resolution and capture learns.
Key Priorities
* To screen clinical complaints to ensure all pertinent information is gathered, ensuring high risk and significant professional conduct concerns are escalated via the appropriate channels.
* To liaise directly with practices and relevant teams to facilitate gathering of relevant information.
* Responsible for responding directly to the customer within specified timeframes, either in written format or via telephone, and/or to provide information to other stakeholders to resolve eg. Area teams, in order to achieve first contact resolution.
* To identify and share learns following investigation of complaints in a kind and constructive manner.
* Maintain accurate records and contribute to data collection relating to complaints and outcomes.
* Escalate complaints to the Senior Clinical Complaint Consultant where appropriate for further support and guidance.
Tasks
* Screen clinical complaints received from customers to determine nature of complaint, telephoning the customer where appropriate to further determine concerns and resolution expectations.
* Identify clinical and professional conduct concerns, escalating through the appropriate channels in a timely manner.
* Request case reports and pertinent information following review of practice management system (PMS) clinical records.
* Delegate tasks that facilitate the complaint process where appropriate and collaborate with the wider Customer Relations Team.
* Review all complaint information and assess against service level provided and resolution sought.
* Compile concise written responses to customers that accurately respond to their concerns with empathy and offer areas of reflection following their experience where appropriate.
* Offer appropriate resolution in line with guidance and policy, seeking further guidance and approval where needed.
* Speak directly with the customer where appropriate to discuss concerns and offer resolution.
* Ensure all information relating to clinical complaints is logged in a timely manner and accurately documented.
* Engage in review of complaint KPI’s and contribute to action plans in relation to these.
* Attend and actively contribute to weekly and monthly team meetings, engaging in reflective practice and sharing best practice.
* Ensure compliance with GDPR regulations.
* Process all personal data in accordance with our Data Protection Policy and all Data Protection legislation and comply with all Information Security policies.
Person Specification
Qualifications
* RCVS Registered Veterinary Surgeon
* Further qualifications are desirable but not essential.
Relevant Experience
* Minimum of four years’ experience of working in clinical practice.
* Proven experience of dealing with emotional and challenging customer behaviour with compassion.
* Experience of complaint resolution.
Skills and Abilities
* Excellent verbal and written communication with specific ability in handling and resolving complaints involving and including fellow professionals.
* Ability to view information from different perspectives and approach fellow professionals and customers in an empathetic and compassionate manner.
* Strong understanding of working within the RCVS Code of Professional Conduct when making decisions.
* Excellent investigative skills and attention to detail.
* Ability to interpret and present technical information in written and verbal format in a concise and easy to understand way.
* Ability to reflect constructively to improve own performance.
* Desire and ability to support other company objectives such as staff wellbeing and customer experience.
* Ability to prioritise and plan own time, collaborating and delegating appropriately.
* Computer literacy with knowledge of MS Office packages and Practice Management Systems.
Personal Attributes
* Commitment to professionalism, integrity, and ethical standards.
* Aligned with company values.
* Positive outlook with confidence and belief in own abilities, solution focused.
* Collaborative approach.
* Enthusiasm, dedicated to building a positive and supportive company culture.
* A level of flexibility in work hours to enable successful resolution of complaints and team collaboration.