Clinical Complaints Manager

2 months ago

Macquarie Park, Australia VetPartners Full time

**Are you a Vet or have experience in the Medical Industry seeking a Strategic role with an opportunity to support clinics by resolving client complaints in relation to clinical work?** **VetPartners are seeking a Clinical Complaints Manager for this newly created role.**

**What’s on Offer**
- Flexible hybrid work environment Bring your fur baby to work.
- Join a Values led organisation; a company that makes a difference to the health & well-being of our most loved pets
- Excellent benefits, including a fitness passport.
- Mental Health accredited workplace

**A**bout The Role
**The Clinical Complaints Manager is an opportunity to support clinics, resolving client claims in relation to clinical work, and influencing the severity and frequency of those disputes.

This role will work with veterinarians to understand root causes, analyse claim trends and educate clinical teams in relation to process, and clinical standard improvements needed as a result of those disputes.

This newly created role will manage and resolve complex complaints that require more detailed and lengthy investigation and negotiation, with non-clinical related complaints being supported through our existing complaints management process**.
**Your Skills**
- Strong advocacy and relationship management skills and expertise are required for this role.
- The ability to mediate and tactfully bring about a resolution to disputes
- Professionalism, the ability to understand medical terminologies, procedures and disputed issues quickly and negotiate towards a fair and balanced outcome
- Natural credibility through efficient communication, establishing strong relationships and projecting a trusted and knowledgeable presence
- Strong attention to detail with empathy for the needs and demands of all sides of a claim or dispute
- Capability to represent and advocate holistically for veterinary professionals involved in client disputes

**Experience**
- Veterinary or healthcare qualifications or extensive experience managing complaints in the veterinary or healthcare industry.
- Alternatively, experience in claims management with a professional indemnity insurer. Legal qualifications will also be viewed favourably (but not essential).
- A strong understanding of Veterinary Surgeons Board (or similar professional body) complaint handling processes and standards of professional practice for veterinarians or other similarly regulated professions.
- Experience managing or responding to Veterinary Surgeons Board (or similar professional body) and customer complaints. Experience or capability to represent VetPartners in consumer tribunals or external mediation processes will be highly regarded.
- Experience reviewing clinical or operational procedures and implementing quality and process improvements, preferably in the veterinary or healthcare industry.
- Dispute resolution qualifications and/or experience in risk management, quality improvement or customer complaint roles will be advantageous (but not essential)

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

**How To Apply

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