Detail Information
Job Summary
Position for Complaints Management Specialist
Job Description
Provision of a quality complaints service for customers by providing a clear and transparent process; Handling complaints effectively and supporting the Senior Manager: Complaints Management to find resolution for Members and/or healthcare providers who are dissatisfied with the service received; Raising awareness of best practice in complaints handling across the Scheme through training programmes and a toolkit on the Intranet as well as other mediums; To create awareness of the complaints procedures to improve the overall customer relationship between the business and members/healthcare providers; Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly; Ensure the maintenance of related Complaints information systems for accurate record keeping; Initiating and participating in investigations and corrective action arising from complaints; Collaborate with member service, quality assurance, clinical service providers and physician in the investigation of complaints; Ensure the maintenance of current and complete complaint files; Prepares reports to meet regulatory and reporting requirements and for periodic management reviews. 3 yr Deg/Dipl Legal/Bus Mngt; 5 – 8 years’ work exp complaints handling or working in a customer service environment; 3 – 5 yrs’ management exp; Consulting Exp will be beneficial; Analytical Skills; Self-Management. ***email***
Key Skills / Requirements
Please refer to description