Patient Relations Specialist

at  Oviva

We are currently seeking a Full time Patient Relations Specialist!

THE ROLE:

We seek a highly motivated and organised Social Media & Feedback Response Manager 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.