Our Company:

"Family ethos and values are very much at the heart of our business. This is embodied in our core values which translate into providing a caring, responsive, innovative service to our patients and NHS Trust partners".

E-zec Medical Transport service is a family run company focused on delivering high quality, safe, effective ambulance transportation for patients to and from a healthcare setting. Founded in 1998 E-zec is the largest independent ambulance provider that operates solely and exclusively in the patient transport sector. E-zec currently employs more than 1400 staff and operate a fleet of 550 vehicles. E-Zec hold 15 NHS NEPTS contracts across the UK.

Due to continued expansion, E-zec Medical Transport Services have an exciting opportunity for an enthusiastic individual to take the next step in their career, in the role of Incidents and Complaints Co-ordinator for our Hereford contract.

About the Role:

The Incidents and Complaints Co-Ordinator will co-ordinate a regional caseload of complaints/concerns/compliments from patients and healthcare partners and monitor and support the internal incident management process. The post holder will ensure all complaints and incidents are logged appropriately and managed in line with required timescales. They will act as the first point of contact for patients who wish to raise feedback. The post holder will also support the business to learn from feedback and incidents in order to improve the quality of the service.

Working 40 hours per week, with flexibility to cover the core hours of 8am – 6pm, your duties as an Incidents and Complaints Co-Ordinator will include;

Act as the first point of contact for patients providing feedback, including complaints, concerns or compliments
Ensure all feedback is logged appropriately
Demonstrate excellent interpersonal and communication skills and be able to support and manage difficult conversations
Manage a patient complaints/concerns caseload and monitor complaints recorded on Radar to ensure investigation and completion timescales are met
Work with managers and other stakeholders to achieve successful outcomes to all complaints conducing investigations
Responding to enquiries in a knowledgeable and professional manner, ensuring that the contact is well briefed and kept informed
Ensure the Radar system is kept updated and use Cleric and data from other system to inform responses.
Ensure all service to service concerns are logged and effectively responded to
Maintaining confidentiality and data protection in line with company policy and the requirements of the law
Able to assess whether Complaint investigations have been carried out comprehensively and successfully through conducting audits prior to response being issued
Able to critique or challenge responses that have been formulated by others in pursuit of the required outcomes and overall quality standard
Provide the administration support for the Radar system, including managing the permission levels, and assist managers with their access and technical issues

Co-ordinate the management of internal incidents raised by E-zec staff, including safeguarding concerns
Ensure that all incidents are reviewed and allocated to the appropriate manager for investigation
Support the investigation process, ensuring Radar is kept updated with all documentation
Identify incidents that meet criteria for external reporting, for example to the Care Quality Commission or Health and Safety Executive.
Support the investigation of serious incidents and root cause analysis investigations
Monitor timescales to ensure all incidents are managed in line with appropriate timescales.


Essential criteria

Experience of working within a customer service or complaint handling environment
Experience of investigating incidents and/or complaints
Experience of working with computerised systems, including Microsoft applications
Excellent written and verbal communication skills
Ability to interpret complex information

Desirable Criteria:

Healthcare related qualification
Experience of working in a healthcare environment
Experience of healthcare systems, e.g. Datix, Radar, Cleric

In return you will receive:

224 hours of annual leave (including bank holidays)
Auto enrolment into the NEST Pension scheme
Eligibility for a Blue Light Card

It is not the policy of E-Zec to contact further those applicants who have not been invited for interview, so if you have not heard from us within 6 weeks you should assume that, on this occasion, your application has not been successful.

Tuesday 09 June 2020