&lt;p class=&quot;p1&quot;&gt;Despite healthcare spending at an all-time high, patient waiting time is getting longer, and patients aren’t accessing the quality of care they deserve. At Kry, we believe we can play a unique role in changing this. For the past seven years, we’ve been on a journey to deliver and fix healthcare, for less.&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;As Europe’s leading digital healthcare provider and one of the largest healthcare providers in Sweden, we believe that providing accessible and affordable healthcare has never been more important. Our vision has been consistent and clear: great healthcare for everyone.&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;Since launching in the UK as Livi four years ago, we have quickly established ourselves as the NHS’ digital healthcare provider of choice, and recently became the first and only digital provider to be rated ‘Outstanding’ by the CQC.&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;We are looking for a complaints manager responsible for managing complaints and coordinating the investigation and response for service and clinical complaints. You will be an expert source of practical and theoretical knowledge on complaints regulations and procedure and will be responsible for complaints handling training. You will lead on dissemination of lessons learnt and work closely with the operations and clinical teams to promote learning, quality improvement and reduce the number of formal complaints.&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;Please note this position may also be considered on a remote UK basis.&amp;nbsp;&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;&amp;nbsp;&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;&lt;strong&gt;Key responsibilities&lt;/strong&gt;&lt;/p&gt;
&lt;ul class=&quot;ul1&quot;&gt;
&lt;li class=&quot;li1&quot;&gt;Provide the lead and expertise on complaints regulations and handling, ensuring that any new regulations or processes are effectively communicated and embedded across the organisation.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Analyse and identify issues of concern arising from complaints, share ideas of good practice and be aware of trends and make recommendations for remedial action.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Ensure that lessons are learned from complaints through feedback to clinical leads, service managers and by preparing formal reports and complaints data for governance meetings.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Proactively attend Governance meetings within the organisation and partnership governance meetings to support complaints resolutions and learning.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Work closely with the Senior Management, Quality and Governance team, Partnership teams and Patient Experience team to understand key issues and support quality improvement activity.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Take responsibility for complaints policy, ensuring that policies and SOPs are developed, reviewed and maintained in accordance with national standards.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Take responsibility for liaison with the Ombudsman to ensure any correspondence from the ombudsman is appropriately dealt with, documentation provided is relevant and that responses are made within required timescales.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Communicate with staff, service users, families, carers or representatives to ensure thorough investigation and resolution&lt;/li&gt;
&lt;/ul&gt;
&lt;p class=&quot;p1&quot;&gt;&amp;nbsp;&lt;/p&gt;
&lt;p class=&quot;p1&quot;&gt;&lt;strong&gt;Ideal profile and requirements&lt;/strong&gt;&lt;/p&gt;
&lt;ul class=&quot;ul1&quot;&gt;
&lt;li class=&quot;li1&quot;&gt;Educated to degree level in a relevant subject or have considerable relevant experience.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;High level understanding of essential principles of complaints handling and procedure.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Demonstrable experience of handling complex or contentious complaints management in a healthcare setting.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Significant experience of dealing with complainants and liaising with individuals and organisation&#39;s acting on their behalf.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Significant experience of providing advice and support to staff during investigations.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Experience in delivering training and&amp;nbsp;managing communication from the Ombudsman.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Excellent verbal and written communication skills, including communication with staff members, service users and family members or carer&#39;s.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Ability to communicate complex, contentious and sensitive information in a hostile or highly emotive environment.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Ability to be responsive to changes in regulations and legislation.&amp;nbsp;&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Ability to develop and deliver high quality training.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Ability to work to deadlines under pressure.&lt;/li&gt;
&lt;li class=&quot;li1&quot;&gt;Ability to demonstrate tact, empathy and firmness in a range of situations.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&amp;nbsp;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;#LI-AV1&lt;/span&gt;&lt;/p&gt;

Medical Operations

London, United Kingdom

BA UK London

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Complaints Manager

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