Description
HealthHero marries human expertise with digital convenience to provide fully holistic virtual healthcare. Built on the foundations of established companies with proven sector and country expertise, combined with best-in-class digital technology. HealthHero is now the largest digital healthcare provider in Europe, delivering 24/7 access to doctors and expert clinicians wherever and whenever it is needed via a suite of tools including video calls and phone. This role will assist the complaints team in achieving an outstanding rating from CQC inspections.
The role description below is not exhaustive but will define the main responsibilities and requirements of the position.
Requirements
You will be responsible for ensuring the complaints policy and process is followed. You will need to demonstrate an eye for detail and ability to prioritise workload and communicate both in written and spoken form, clearly and professionally to both internal and external stake holders. Including our GPs and patients.
RESPONSIBILITIES
- The role is to provide administrative support for complaints and feedback received.
- Compiling all related administrative paperwork.
- Updating centralised case management system.
- To deliver the requirements of the complaints policy and procedure demonstrating attention to detail and clear communication.
- To keep up to date and accurate records using agreed quality monitoring systems, in order to monitor the process of all complaints.
- Assist the Customer Service Team in handling telephone complaints when required.
- To communicate clearly and effectively with all parties to ensure understanding and confidence in all steps of the complaints process.
- To ensure that all learnings from complaints are documented accurately and timely, as well as communicated to the right parties to ensure evidence of learning and development to an improved service.
- Daily management of all new and existing complaints received.
- To manage the resolution of customer complaints, within the organisations SLAs- formally acknowledged within 3 days and resolved within 3 weeks.
- Monitoring the Complaints inbox and appropriately acknowledging complaints received.
- To provide any related data for the weekly Operations meetings.
- Locating call recordings/video archives, required for complaint investigations.
- Must be well organised and able to remain calm under pressure.
- Strong IT Skills.
KEY SKILLS
- To be thorough and have a keen eye for detail.
- You will be part of a happy team, but you will be required to work independently with guidance.
- Strong written communication skills.
- Planning and organisation skills to prioritise your tasks and deliver them in a structured and effective manner.
- Exceptional time management and prioritisation skills.
- Flexible working to meet deadlines.
Benefits
You will receive ongoing training and supportOpportunity for career progression, from operator into operations management, HR and IT/ Tech TribesCompany Pension schemeAccess to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme20 days holiday +8 days bank holiday (pro rata) Free parkingDiversity and inclusionOur Talent team work hard to remove all biases within the recruitment process, this includes unconscious bias decoded job adverts, unconscious bias interview training for all interviewers and working hard to get a gender balance interview panel.We welcome applications from all sections of the community as an Equal Opportunities employer.
We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please just let us know.
