About Us: At Phoenix Group we are committed to excellence and dedicated to our customers’ needs. We deliver health, every day, all day.
As a pan-European wholesaling and retail company we do that in many ways, with more than 500 community pharmacies, 13 nationwide distribution depots and over 6,000 employees. Supporting longer, healthier and happier lives is at the heart of the service that we deliver to our communities and something that we are really proud of.
We are currently looking for a Quality & Clinical Governance Assistant to the Quality & Clinical Governance Lead within the fast paced and varied environment of our Superintendents Office based at Head Office in Runcorn.
This role requires a professional approach to customer service and a desire for continuous improvement whilst ensuring a professional telephone manner is maintained at all times. Also excellent written and administration skills are required as you will be working closely with other departmental, field and branch teams within the Company to ensure the resolutions we offer to our customers and external partners are both accurate and clear.
You should have great attention to detail and have a passion for problem solving. A helpful and positive outlook will also be essential as well as having a proactive approach with the ability to work on your own initiative. It is essential that you are able to work as part of a busy team.
Key Responsibilities include:
- Receiving feedback from patients experiences of our branches and investigating them with our branch team. You will need to show empathy and objectively understand both the patients experience and the branches feedback to in order to provide a fair and positive outcome.
- Collate written responses to complaints and ensure they are responded to within strict timeframes. Ensure all written and verbal communications to patients are of a high standard and reflect the professional standing of the company.
- Compile and report incidents to be reviewed by the Reporting and Complaints Lead and the Quality Assurance Manager in order to report to external organisations such as the NHS and other organisations, ensuring the company’s reputation is not affected.
- Produce quarterly and annual complaint reports to the NHS to ensure we meet contractual requirements.
- Support our branch teams during difficult and challenging situations such as safeguarding incidents involving vulnerable patients. Providing branch teams with Guidance to and reassurance providing and seeking appropriate advice when required.
- Support our branch teams to ensure that they meet the requirements of the NHS contract.
Key knowledge and skills required for the role:
- Ability to manage competing priorities
- Knowledge and understanding of Microsoft office packages
- Ability to work well as part of a team
- A positive outlook is essential as well as resilience to see the way forward during challenging situations
Working hours are 37.5hrs per week, Monday to Friday 9am till 5.15pm (45min unpaid break each day)