Patient Complaints specialist

We are currently seeking a Full time Patient Relations Specialist!

Why Oviva?

To build a healthier future for all, our mission is to provide the most accessible and effective care to people living with weight-related conditions. Why? Because everyone deserves their healthiest self.

By blending behavioral change therapy with our unique technology, incredible team of passionate individuals, and innovative company culture, we are creating affordable and accessible app-based healthcare programs to tackle diet-related health conditions such as obesity and type 2 Diabetes. Our proven strategy has helped us become the award-winning and largest digital health provider, treating diet-related conditions in Europe. We operate within the healthcare systems to give people access to the medical care they need. We are rapidly expanding across Europe including the UK, Switzerland, Germany, and France. You will be joining an organization that has treated 500.000 people to date and is continuing to scale up.

The Role:
We seek a highly motivated and organised Social Media & Complaints Response Specialist to join our team. This pivotal role involves managing and responding to feedback across various platforms, including social media (Twitter, Facebook, Instagram), Google Reviews, Trustpilot, and direct patient feedback. The role will also encompass the management of complaints, ensuring that all issues are resolved efficiently and in line with company standards. The successful candidate will work closely with internal stakeholders to ensure a coordinated and consistent approach to feedback and complaints.

Key Responsibilities:

• Social Media Management:

  • Monitor and respond to feedback and inquiries across platforms including but not limited to (Twitter, Google Reviews, Trustpilot) promptly and professionally.

  • Maintain a positive online presence by addressing both positive and negative feedback with a consistent and engaging tone.

• Feedback Handling:

  • Collect, analyse, and manage feedback from various sources, including direct feedback from patients.

  • Identify trends and areas for improvement based on feedback data.

  • Work with relevant teams to ensure feedback is acknowledged and addressed appropriately.

• Complaint Management:

  • Handle complaints from initial contact to resolution, ensuring a thorough and empathetic approach.

  • Investigate complaints by coordinating with internal teams, including Product and Pathway, Clinical Delivery, Account Management and Clinical Leads.

  • Develop and maintain a complaint management system to track and report on complaint resolution.

• Stakeholder Collaboration:

  • Work closely with internal teams such as Marketing, Product and Pathway, Clinical Delivery, Account Management, Partnerships, and Clinical Innovation to ensure feedback is properly escalated and addressed.

  • Provide regular updates to senior management on feedback trends, complaint resolution status, and areas for improvement.

• Reporting:

  • Generate regular reports on feedback trends, social media engagement, and complaint resolution, providing insights and recommendations for continuous improvement.

• Process Improvement:

  • Identify opportunities to improve feedback and complaint management processes.

  • Implement best practices and innovative solutions to enhance the overall experience for patients and customers.

  • Conduct training sessions for internal teams on processes, effective feedback and complaint handling.

What we are looking for you to bring:

• Proven experience in social media management, customer service, or a related role.

• Strong communication skills, both written and verbal, with the ability to respond professionally and empathetically to a wide range of feedback.

• Experience in complaint management, including knowledge of best practices for resolving issues.

• Ability to work collaboratively with multiple teams and stakeholders.

• Excellent organisational skills, with the ability to manage multiple tasks and prioritise effectively.

• Analytical skills to assess feedback trends and recommend improvements.

• Experience in healthcare or a related field is a plus. 

What we offer:

• You will have the opportunity to develop and attend clinical supervision sessions and training sessions in order to upskill and develop whilst in role.

• Personal learning & training leave allowance to support your development

• 33 days holiday (including bank holidays), plus Birthday day off & Volunteering leave

• Enhanced Family leave

• Competitive Salary & company pension

• Equipment allowance to support your home working set up

• We embrace flexibility & remote working

• A comprehensive well-being program; including Healthcare Plan & Employee Assistance Program

• The opportunity to make a meaningful impact in revolutionizing healthcare, across the UK and beyond in the high-growth environment
  
  

  Please note that due to the popularity of this role, we will only be able to contact shortlisted candidates for the interview.
  
  

  Having a culture that people want to work in, is very important to us. We do this by keeping our values at the forefront of everything we do:
  
  

  We put the patient first, We measure & improve, We build winning teams.
  
  

  Oviva is passionate about creating an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. We are a truly inclusive place to work, where everyone can be themselves and everyone is welcome. We welcome and encourage applicants from all backgrounds and identities, including but not limited to race, ethnicity, gender, sexual orientation, age, ability, religion, and socioeconomic status. We actively seek out candidates who bring a unique perspective to help us build a stronger, more inclusive team.