Complaints and Experience Administrator Spire Regency Macclesfield Full-time Permanent 37.5 hours per week

Spire Regency Hospital, Macclesfield is currently looking for an experienced Administrator to join their Governance team on a full-time and permanent basis.

Spire Regency Hospital, Macclesfield takes pride in providing a high standard of care to all patients. With a wide range of specialities offered, you can get fast access to expert healthcare, from consultations and diagnosis to personalised treatment and aftercare.

As Complaints and Experience Administrator, you will be responsible for ensuring complaints are managed in line with Spire Healthcare policy and national regulations. To listen to the patients concerns and agree heads of complaint ensuring that there is a focus on the delivery of person centre approach to the resolution.

Working hours: Mon-Fri 9 am to 5 pmContract type: Permanent

Duties and responsibilities

• Compose formal written responses ready for approval, liaise with relevant teams and consultants, ensuring the necessary information to respond to complaints is acquired
• Excellent attention to detail when preparing written response, presentations and other reports is essential
• Promoting engagement of patient feedback modalities to improve practice, processes and experience
• To drive improvements to the patient experience utilising all information available within Spire
• Monitor feedback to changes, ensure initiatives are reviewed and develop meaningful actions from results.
• The post holder must demonstrate excellent communication and interpersonal skills with ability to influence change
• The post holder needs to be proactive in dealing with issues without instruction as appropriate, be mindful of timescales, a self-starter and be able to deliver the Patient Experience Framework including meetings

Who we're looking for:

• Competent working with a variety of software packages including Excel, 365, PowerPoint and Teams
• Experience of managing complaints and producing formal response is essential
• Excellent communication and interpersonal skills with excellent attention to detail.
• Enthusiasm, initiative and drive
• Flexible and proactive approach to work
• At all times maintain complete trust, loyalty, confidentiality and discretion

Benefits:

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• 'Spire for you' reward platform - discount and cashback for over 1000 retailers
• Private medical insurance
• Life assurance
• Save an average of 50 per month with our free onsite car park

We commit to our employees well-being through work life balance, on-going development, support and reward.

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 50 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all. Our people are our difference, it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.