Client Experience & Quality Assurance Coordinator - Leading Medical Organisation

Job type:Perm
Town/City:Canterbury, Kent
Post Date:30.01.24

About the Role

A leading medical organisation based in Canterbury, Kent are looking to recruit a ‘Client Experience & Quality Assurance Coordinator' .
The role is paying up to £29K and is on a permanent contract.
The working week is Monday-Friday - 9am -5:00pm.
You MUST have experience working in a ‘Customer Skills'  role.
The role incorporates the following -

  • To champion patient safety, experience and collaborate with leads and managers to improve quality of care and aim to achieve the organisation’s goal of ‘best possible customer service’
  • Deputising for the Quality Assurance & Improvement Lead with day-to-day client experience and quality tasks, projects, and other ad hoc administrative tasks.
  • Responsible for monitoring the Feedback inbox and processing emails within a timely manner following the department's standard operating procedures.
  • To reach out to the client/family members/advocate to listen to their concerns and attempt to resolve them at the earliest opportunity and de-escalate where possible.
  • Coordinate and respond to MP, commissioner, and other stakeholder enquiries in conjunction with the appropriate service lead and/or senior management.
  • 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.
  • 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.
  • Adhere to all company policies and procedures and be responsible for ensuring they are aware of the existing policies and procedures.
  • To act in accordance with their professional body (where applicable) at all times.
  • Abide by the company’s confidentiality policy and the confidentiality agreement.
  • Maintain awareness and comply with policies and procedures relating to Health and Safety.

Skills / Experience Required-

  • 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/forthright 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.

Benefits Include- Enhanced annual leave 32 days a year (inclusive of bank holidays), well-being days, pension scheme, funded social events, free breakfast etc
This is a fantastic opportunity to join a leading company with excellent career prospects and generous staff benefits.

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