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- Last updated: Friday, 21 October
- Adoos Reference: 92017
- Location:
North West
Description
Overall job purpose
To lead a small team to review individual cases where a complaint has been resolved by the Healthcare Commission but the complainant or complained about has requested a reconsideration of the decision. The team will review the handling of the case and final decision against case handling standards, liase with all relevant parties, make recommendations for further action as appropriate and ensure that lessons learnt are fed back to the wider team.
Key responsibilities
* To supervise and motivate a small team with the primary function to reconsider independent reviews carried out by the Healthcare Commission NHS complaints team.
* To review cases and Healthcare Commission performance against case handling standards agreed by the Commission.
* To contribute towards the continuous improvement and development of the Healthcare Commission Complaints process.
* To ensure case considerations are evidence based with clear records kept and parties involved in complaints kept fully involved.
* To manage a varied and demanding case workload in accordance with a quality framework and within defined timescales.
* To ensure quality outputs (either reports, customer contacts, letters) consistent with House Style, policy and legislative requirements.
* To provide ongoing advice and development to colleagues and staff.
* To feed back lessons learned and process improvements to wider complaints team.
* To contribute effectively to the learning and development of the complaints team and identify individual learning through a personal development plan process.
Skills and experience required
* At least 3 years experience of case review work in an investigative / judgment based area.
* At least 2 years experience of leading small groups in a customer facing, target driven environment.
* Excellent customer service skills.
* Able to manage conflict and display a constructive approach to problem resolution.
* Well developed knowledge of formal dispute resolution.
* Good understanding and commitment to customer service.
* Experience of working strategically, planning and prioritising resources to ensure quality outcomes.
* Ability to demonstrate strong commitment to both overall healthcare improvement and to individual cases.
* Excellent interpersonal skills to effectively communicate orally and in writing with a wide and diverse cross-section of stakeholders and individuals plus deal with complex and ambiguous issues.
* Intermediate IT skills to include, Word, Excel and Powerpoint.