Job Description

Position: Quality & Development Officer

Hybrid working available upon completion of training

Premier Medical Group Ltd are part of the Kuro Health Group and currently have fantastic opportunities available to join the expanding team.

Key purpose

This role is central to improving the quality of the work provided by Premier Medical contributing directly to the identification and understanding of common issues, delivery of feedback and training, and the ongoing maintenance of good working practices across Medco GP and Med Legal functions at both business sites.

Responsibilities - the What

Undertake case and call audits against a standard framework to identify good working practices and areas for improvement. Maintaining audit documentation for analysis. As appropriate, investigate the cause of common errors and contribute to solutions to resolve. Provide unbiased and constructive, clear and concise verbal and written summaries of audit outcomes to be shared with Team Leaders and the Management Team as appropriate. Identify training opportunities from the quality audits and other sources. Monitor the effectiveness of training and coaching activities through measurement and audit. Bring to the attention of the relevant Team leader any DPA issues (or near misses). Contribute to the improvement of quality audit methodology. Undertake trend analysis of audit outcomes.

Behaviours - the How

In collaboration with Team Leaders, introduce and maintain a Standard Operations Manual that clearly documents the business processes, purpose and system steps in managing a case from end to end. Develop training material, courses and guides with input from Team Leaders and specialists within the business. Arrange and deliver Induction programs to all new starters to include:
Business background in the Personal Injury market / Customer Service / Mandatory On-Line Training / Company Benefits

Work with Team Leaders to identify training needs Assist Team Leaders to maintain a skills and capability matrix for all staff. Design and co-ordinate training for delivery by Team Leaders to maintain staff competence. Organise regular refresher workshops. Attend system change meetings to keep appraised of system development and impact on work processes. Document and brief-out any system changes, amending training guides and reporting appropriately.

General

Build good relationship with staff and managers and external parties. Promote through example, the importance of delivering quality work. Seek opportunities to enhance and improve quality of the work of the business. Contribute to and support the development of new processes and procedures. Undertake other activities as may be reasonably requested from time to time. There will be a requirement for occasional travel to Ludlow and Durham offices to assist with training delivery and to support external audit activity.

Person specification

Education and qualification

Essential: GCSE C grade English Language

Desirable: Customer service NVQ or equivalent Level 2

Desirable: Business administration NVQ or equivalent Level 2

Experience

Essential: Proven administration skills in an office environment.

Essential: Good knowledge of PMG Operations and Business

Desirable: Experience working with multi-disciplined groups

Desirable: Quality focused role.

Desirable: Experience of Root cause analysis.

Desirable: Experience of completing Quality Audits

Desirable: Experience of producing and presenting training courses/modules

Skills and knowledge

Essential: Ability to use standard Microsoft packages including Excel/Powerpoint/Word.

Essential: Demonstrates good communication skills, both verbal and written

Essential: Good knowledge of the relevant market drivers, and legal and clinical language.

Essential: Ability to analyse and interpret data

Essential: Demonstrable attention to detail

Essential: Excellent problem solving skills

Essential: Able to follow processes to a high standard.

Desirable: Excellent IT skills, with experience of data input and retrieval of information

Desirable: Logical and organised

Desirable: Demonstrates ownership and the ability to plan time effectively to deliver results

Desirable: Able to recognise improvements to operations processes.

Behaviour

Essential: Enthusiastic approach to quality

Essential: Self-reliant Team player

Essential: Empathetic

Essential: Demonstrates an understanding of the customers' needs

Essential: Willingness to develop knowledge as required by the role

Essential: Comfortable to provide constructive feedback to Team Leaders/Management Team.

Essential: Has a flexible approach and can adapt positively to change

Desirable: Collaborative approach to team work

Desirable: Confident communicator at all levels within the organisation and with external customers.

Employee benefits

Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.

We offer a competitive benefits package including flexible working arrangements, enhanced maternity & paternity, medical cash plan, 4x salary life assurance cover, company sick pay, 5% matched pension, up to 35 days paid holiday (subject to length of service increments, and inclusive of bank holidays), plus the option to top up by 5 days per year through out flexible leave scheme.

Kuro Health actively promotes equality of opportunity for all. Diverse perspectives and experiences are important to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

We want to ensure you are not put at disadvantage during our recruitment process because of a disability, condition, or impairment. If you need reasonable adjustment or a change to be made so that you can make your application, please contact us at HR@kurohealth.co.uk or via telephoning (enter number) as soon as possible.

We are a Disability Confident Scheme (DCS) employer for candidates with disabilities who meet the minimum selection criteria.

Job Types: Full-time, Fixed term contract

Pay: 26,000.00-28,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Discounted or free food Enhanced maternity leave Life insurance On-site parking Sick pay Work from home
Work Location: Hybrid remote in Ludlow SY8 1FF