Job Description Job title Complaints Coordinator Job family Business Support Services – Legal & Compliance Reporting to Group Complaints Manager/Director of Risk Management Job code BSS/154 Location London Evaluation Date 23/07/2019 Job Purpose Assisting in ensuring the effective and timely coordination, management and monitoring of all complaints requiring investigation and response at Stage 1 of Priory complaint process (local resolution); assisting the Group Complaints Manager in the processing of those complaints subsequently escalated to Stage 2 (internal review) and 3 (external review) where a complainant remains dissatisfied with the outcome. The role requires continual provision of advice, guidance and support to Priory Service Managers across all Divisions together with regular provision of complaint related information and data for Divisional and Board reporting purposes. Working daily and at all times in close consultation with Service Managers, Personal Data, Legal and Compliance team colleagues; reporting directly to the Group Complaints Manager/Director of Risk Management. Responsibilities Day-to-day administration of any new complaints received centrally (via post, email, head office, telephone calls or from external bodies e.g. solicitors, regulatory bodies etc.) and assigning for investigation to the relevant service manager. Monitoring and accurately recording of all complaints received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management together with a copy of the complaint response for file and case closure. Answering calls from those wishing to make a complaint, many of whom are often upset and angry with aspects of the service provided, offering suitable reassurance, support and information on how to make a formal complaint. Daily provision of advice and guidance to colleagues (including Senior Management Team) on the handling of often complex and detailed complaints; including reviewing/formatting of draft responses prior to issue by site. Assisting with complaints that are escalated to Stage 2 ‘Internal Review’, issuing timely letters to complainants whilst maintaining deadlines, requesting consent when required and gathering of all evidence required to review the case. Providing administrative support in relation to those complaints being investigated/adjudicated at Stage 3 by external bodies (Ombudsman etc.) by arranging for the collation of all required documentation and producing a detailed timeline of the complaint investigation process. Maintenance of Stage 1, 2 and 3 registers, ensuring all are kept up to date, by recording the details of complaint, current status, timeframes for response and final outcome. 1 Identifying those complaints that require notification to Priory loss adjusters due to the potential risk to the business (i.e. reputation or litigation) and providing subsequent updates on a regular basis. Provision of ad hoc data and information to the Senior Management Team and Priory Board, when required. Assist in the annual and ongoing review of Priory Complaint policy, forms, letters and publicity material, liaising with external publishers where necessary Responsible for the input and maintenance of complaints into database systems, and generating data from the systems when requested. Communicate with staff to gain information for complaint investigation and to convey investigation results. Co-ordinate internal complaint investigations to ensure completion in a timely manner. Receive, document and respond to complaints according to regulatory requirements and policies. Record detailed information and statistics about all complaints that occur. Create and issue routine site reports on the status of complaints To provide proactive and reactive support to the Group Complaints manager/Director of Risk Management and other senior management team members when required. To establish information requirements, acting proactively to provide data reports and statistics accordingly. Knowledge / Education / Skills Keen eye for detail Usually works within existing processes and procedures where some adaptive or creative thinking is occasionally required. Possess a sound and competent level of numeracy, with good computer skills to an intermediate level of proficiency for the standard range of office applications Good and effective communication skills Good level of experience in drafting and writing Ability to resolve often complex cases Well organized with attention to detail Ability to maintain good customer relations Ability to work under pressure and stress as the role can frequently be very stressful Must have a genuine interest in and concern for customer complaints and work with commitment and dedication towards finding solutions Must be a team player and understand the individual needs of team members as well as the wider Priory audience Experience Previous general experience within a coordinator role ideally within the risk and/or healthcare sector; with the emphasis on good communication and writing skills. Communication Communications will regularly require some judgement involving the seeking and gathering of information with the need for some explanation. 2 Working Environment Generally operating within a pleasant and stable working environment. Safeguarding All Priory Group colleagues have a responsibility to safeguard the individuals we care for, these may be adults and children or individuals connected to the people Priory Group supports. Colleagues must ensure they are aware of the local child and adult safeguarding policies and procedures in their service, in addition who to contact within the Local Authority Safeguarding Team for further advice. All colleagues are required to attend safeguarding training appropriate to their role and to undertake additional training in associated areas. Upholding the Company Behaviours This provides some guidance on the types of conduct to support the Company Behaviours Behaviour Putting People First Being Supportive Evidence Strives to ensure every colleague is able to make a positive and lasting difference to Service Users and their families Actively seeks to develop the potential of every service user and staff member Celebrates success and supports colleagues through difficult times Demonstrates loyalty to colleagues, manager and team Acting with Integrity Being Positive Is honest and respectful in all interactions with colleagues and customers Demonstrates emotional control Ensures accurate recording of any transactions and interactions on all company documentation Challenges poor performance and behaviours Promotes the company in a positive way at all times Strives for positive outcomes, especially when times are challenging Always puts service quality first Striving for Excellence Shares and encourages innovation Keeps on top of new developments in the sector 3
