Customer Complaints and Advocacy Manager

2 weeks ago

Dublin, Ireland Voluntary Health Insurance Full time
Customer Complaints and Advocacy Manager (ccam1)

Job Type

Permanent Full-Time

Remote Work Option

Hybrid

Category

H W Central

Location

Dublin City, County Dublin, Ireland

Role Title: Customer Complaints and Advocacy Manager

Role Location: Dublin

A full-time and permanent position has arisen within Vhi for a Customer Complaints and Advocacy Manager

Benefits:
  • Attractive Benefits package- details on request

Role Purpose
Complaints:
  • Introduce a standardised approach to complaints management across H&W.
  • Has an informed oversight of the quality management system specific to incidents and, complaints. This includes the ability to pull repots in a scheduled and ad hoc manner when required.
  • To ensure compliance with the Health Act 2004 and associated regulations.
  • Design and roll out of a training module on complaints for H&W.
  • Following up with services in H&W to ensure complaints are managed, accepted or rejected as appropriate and closed out in line with the complaints Management policy timelines.
  • Data quality review of complaints held on the QMS to ensure accurate and quality data is captured.
  • Support services in logging their data in a timely, accurate and informed manner.
  • Advising and supporting services in their collation of data for various meetings such as CP&P Clinical Governance Cross Service Sharing committee (CGSC) and Voice of the Customer.
  • Have oversight and input when required to written responses from complainant.
  • Provide service feedback on complaints logged.
  • Revising the complaints policy as per revision times.
  • Link with accreditation leads on standards of complaints management.
  • Participate in audit requirements and scheduled sampling to inform quality assurance.
  • Reporting on complaints data to the Head of QSR on a quarterly basis.

Advocacy:
  • Establish an advocacy pathway framework for patients require advocacy assistance.
  • Act as an advocacy support to individual(s), families when they require assistance.
  • Act as a liaison when required for patients on complaints management.
  • Act as a support and liaison for those with disabilities who require supports to have their voice heard, their experience relayed and to express their wishes.
  • Certain situations may require an independent advocate to be accessed via the advocacy pathway framework.
  • The position aligns with our customer values and visio

Education & Experience
  • Demonstrates a working knowledge and proven experience of complaints and advocacy management within the healthcare industry.
  • Strong customer focus with proven ability to analyse, problem solve and communicate clearly with teams and personnel.
  • Qualities of integrity and diplomacy with the ability to discuss sensitive matters with confidence and tact.
  • Has a knowledge of current or upcoming legislation and/ codes of practice specific to complaints and advocacy.
  • Has a knowledge of the current landscape in healthcare on complaints and advocacy.
  • Demonstrates leadership via an informed approach and expertise.
  • Has proficient training and presentation skills.
  • Has proficient IT skills to include analysing data on the quality management system.
  • Has effective time management skills.
  • Can prioritise effectively recognising urgency when required.
  • Can communicate clearly and recognises potential pitfalls.
  • Can communicate and listen empathically with the customer.
  • Is a self-starter with positive initiative and can work independently.
  • Can adapt quickly to changing circumstances.
  • Demonstrated alignment with Vhi values

Accessibility
If you are a candidate with a disability and encounter difficulty accessing any part of this website or wish to discuss any matter relating to the accessibility of our building or services, please contact your recruitment@vhi.ie
Reasonable Accommodations
Our commitment is to make any reasonable accommodation for you in the recruitment process to give you the best opportunity to perform to your optimum in the application, test, and interview process.

This service isdelivered and maintained by Candidate Manager on behalf of VHI.

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