Finegreen are working with a large NHS organisation in the recruitment of a Governance & Complaints Manager – Medicine Division to work in the North West. This is an interim post for 3 months initially, with a view to extend.
The role will work full time hours Mon-Fri, 09:00-17:00. Off-site working can be accommodated for after a 2-week induction process, although would prefer the post holder to work 1-2 days per work on site. The hourly rate will be £34.65, working inside IR35 (through an umbrella solution company).
The post holder will manage their own caseload and support the Medicine Division with a backlog of complaints.
Key responsibilities will include:
Ability to write a clear, well-structured letter that answers the complaint concerns, within an agreed timeframe;
Use of clinical records, ability to interrogate as part of complaint investigation;
Familiarity with and ability to interrogate Datix Risk Management system;
Evidence of effective information management to support identification and reporting of themes and trends;
Ability to quality check draft responses and give constructive feedback;
Manage own workload with little supervision;
Experience of managing a caseload of complaints, including complex cases;
Practical experience of responding to NHS complaints in a professional and empathetic manner.
The ideal candidate will have:
Must have experience working within the NHS/ a healthcare setting;
Experience in managing complaints teams in the wider patient experience arena;
Ability to manage backlog of complaints, to set and meet clear targets to reduce the backlogs, effectively supporting the team;
Experience of liaising with external bodies;
Use of datix and excellent report writing skills.
If you are interested in the role, please contact Ria Healy on 0161 241 9672 and send a copy of your updated CV to ria.healy@finegreen.co.uk along with your availability and rate.