Patient Resolution Team Supervisor (Titration)
Are you an experienced supervisor looking for your next challenge in a fast-growing healthcare organisation? Do you thrive in a role where you can lead people, improve processes, and make a real difference to patient experience?
The Patient Resolution Team Supervisor (PRTS) supports the team delivering effective management of patient dissatisfaction. This role will act as the escalation point within the team to ensure company processes are followed. The PRTS will be the team supervisor of the Patient Resolution Specialist and will monitor team leave and conduct PDRs in line with Clinical Partners processes and management expectations.
Patient or internally raised concerns will be dealt with as part of the teams workload. Working closely with the Safeguarding Manager/Lead(s), the role focuses on resolving issues wherever possible, escalating to the formal complaint process where required, and ensuring that learning and themes from patient feedback are captured to support continuous service improvement. The role also supports the reporting and investigation of clinical incidents, ensuring appropriate escalation and that learning is captured to improve services.
The PRTS will handle cases that require in depth/expert knowledge, judgement, and a calm, compassionate approach, ensuring patients receive the right outcome in line with Clinical Partners’ quality and safeguarding standards. As a subject matter expert, the PRTS will also help to create and maintain accurate work instructions, advise and support Team Leads on complex or emerging issues, and support improvements that reduce unnecessary handoffs between teams.
This is a fully remote role, working Monday to Friday between 8:00am and 6:00pm on a rota basis. It offers the flexibility of home working alongside the opportunity to make a meaningful impact on patient experience. You’ll be part of a supportive and collaborative environment focused on growth and development, with the chance to shape processes and influence how services are delivered.
Key Responsibilities:
- Work collaboratively with Team Leads and the Operations Manager to agree appropriate actions and resolutions.
- Identify and escalate recurring themes and leaning points arising from patient feedback and dissatisfaction to inform service improvements.
- Work along side the PRS to manage patient dissatisfactions, Safeguarding and non-routine queries.
- Manage the teams leave and escalations appropriately.
- Report on the team’s performance to the Operations Manager on a regular basis as agreed.
- Improve operational efficiency of the team
- Investigate concerns by liaising with relevant clinical and non-clinical teams and resolve in line with Clinical Partners’ policies and frameworks.
- Seek to resolve the concerns informally wherever possible, in line with organizational policy.
- Support the smooth transition from informal concern to formal complaint where required.
- Provide flexible support across work streams within Clinical partners as required.
- Maintain accurate records of patient concerns, actions taken and outcomes
- Report, support and contribute to the investigation of clinical incidents in line with organisational policies, including timely documentation, information gathering and escalation as required.
- Maintain confidentiality and handle sensitive information in line with data protection and organizational policies
Requirements:
We’re looking for someone who has:
- Strong prioritization and planning skills
- Clinical investigation experience
- Proven experience of team management in a remote-first setting
- Experience in a patient facing, customer experience or
complaint’s role
- Excellent written and verbal communication skills
- Demonstrated ability to handle sensitive or complex situations
appropriately.
- A proactive problem solver
- Ability to adapt to a changing workload and stay calm under pressure
Desirable experience:
- Experience of working in a health or social care environment
- Knowledge of CQC regulations
- Formal safeguarding training (children and/or adults)
- Understanding of Clinical Partners’ systems and processes
- Experience of working with CRMs and contact centre systems, processes and ways of working including non-routine elements
- Knowledge of complaints handling procedures
Behaviours Knowledge and Understanding
- Friendly, approachable, and professional
- A “can-do” positive outlook and attitude
- Calm, empathetic, and respectful
- A team player who enjoys helping others
· Resilient and self-motivated · Able to communicate with a wide range of people
- Organised and able to manage your own time
- Able to support the company with additional responsibilities as required.
Remuneration and Benefits:
-
£32,000 - £36,250 annual salary (DOE)
-
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)
This is a fully remote position; however, you must be based in the United Kingdom and have the right to work to be considered.
Please note that this position is expected to attract a high level of interest; therefore, the advert may close earlier than the stated deadline should sufficient applications be received.
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.
