Job summary
The PRC is focused on providing direct access and support to all our patients, with our Patient Care Advisors being at the heart of this. We own each step of the patient journey, from the first referral to the final report, our fully qualified teams provide the care and support our patients need, every step of the way.
We are looking for a Complaints Executive to join our high performing team to manage the complaints service and resources.
Main duties of the job
ou Will Do:
Manage and deliver Vista Healths complaints service.
Oversee the entire complaints process from acknowledgment to resolution.
Utilise complaints data and feedback to drive service improvements.
Collaborate with senior leaders and managers to champion continuous service enhancement.
Stay updated on industry developments and apply best practices.
Daily management of incidents and complaints.
Communicating with customers and clients to investigate and resolve complaints, keeping all parties informed.
Creating detailed case studies and root cause analyses to support continuous improvement.
Adhering to set deadlines and ensuring compliance with internal policies.
Maintaining accurate and up-to-date records and updating internal systems as needed.
About us
Vista Health is a leading UK healthcare provider specialised in diagnostic services for the private healthcare sector. Working with all major insurers and clinicians we can offer fast assessment turnaround, expert diagnosis and world class reports from fully qualified radiologists. From our creation over 10 years ago we have focused on providing accessible and affordable services for everyone from elite sportspersons to patients that are trying to regain their health after injury or illness.
InHealth is an equal opportunities employer and welcomes applications from all areas of the community.
Job description
Job responsibilities
InHealth sees more than 4 million patients each year and we couldnt do that without our outstanding, dedicated team at our Patient Referral Centre (PRC) in Rochdale.
The PRC is focused on providing direct access and support to all our patients, with our Patient Care Advisors being at the heart of this. We own each step of the patient journey, from the first referral to the final report, our fully qualified teams provide the care and support our patients need, every step of the way.
We are looking for a Complaints Executive to join our high performing team to manage the complaints service and resources.
What You Will Do:
- Manage and deliver Vista Healths complaints service.
- Oversee the entire complaints process from acknowledgment to resolution.
- Utilise complaints data and feedback to drive service improvements.
- Collaborate with senior leaders and managers to champion continuous service enhancement.
- Stay updated on industry developments and apply best practices.
- Daily management of incidents and complaints.
- Communicating with customers and clients to investigate and resolve complaints, keeping all parties informed.
- Creating detailed case studies and root cause analyses to support continuous improvement.
- Adhering to set deadlines and ensuring compliance with internal policies.
- Maintaining accurate and up-to-date records and updating internal systems as needed.
Person Specification
Qualifications
Essential
Desirable
Experience
Essential
Desirable
Additional Criteria
Essential
Desirable
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
InHealth Group
Address
Sandbrook Park, Sandbrook Way
Rochdale
Lancashire
OL11 1RY