Clinical Complaints Consultant

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.