Job Description

Complaints Administrator


Clinical Partners is one of the leading providers of mental health services who work both privately and with the NHS to help people and families experiencing mental health and emotional difficulties to get better. We have clinicians working across the UK who meet with patients online, over the phone, or in-person, and are always expertly matched to meet individual needs. To support our patient focused approach, we have a growing team of support staff that ensure day to day operations of the business run smoothly.


We have an excellent opportunity for a Complaints Administrator to join our Complaints team to provide administrative support to ensure Clinical Partners upholds the highest standards of clinical and organisational governance across all areas of the business.

Accountabilities and Deliverables:

Manage complaints for the company, adhering to the regulatory requirements and ensuring communication with patients is timely, transparent, and empathetic. Ensure complaints are investigated and resolved effectively, making appropriate recommendations, and ensuring learning is shared with internal and external stakeholders. Develop and update the complaints policy, procedures, and associated documentation, ensuring compliance with best practice, legal, and regulatory requirements. Provide guidance and support to staff in handling and resolving complaints. Develop and maintain effective working relationships with internal and external stakeholders, including patients, their families, and regulatory bodies. Analyse and report on complaints and implement actions to drive improvement in the quality of the company's services. Use the information above to ensure the necessary changes have taken place and quality improvements have followed. Ensure that all complaints management is documented and tracked through designated systems and reports are produced for relevant stakeholders.

Qualifications and Experience

:


Essential

Experience in the mental health or social care sector Experience of complaint handling at a customer service level Significant experience managing complaints within a healthcare environment.

Desirable

Root Cause Analysis training Understanding of clinical governance and risk management frameworks Experience in managing a team of complaints handlers.

Benefits/Perks:

25 days paid holiday (increasing with service to 28 days) plus bank holidays. A day off for your birthday. Healthcare Cash Plan Benefits Platform Life Assurance Discount Vouchers Flexible working opportunities to suit your personal needs Opportunities to take part in charitable events Access to a Wellbeing portal and Employee Assistance Programme (EAP).

Equal Opportunities Employer:

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement:

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.