Clinical Quality Assurance Manager

• Monitor the standards of healthcare delivered by external providers, following up on any concerns raised or indications of practice outside recognised standards.




• Identify areas of concern or poor practice and where necessary carry out an in depth investigation in order to identify any issues which may compromise the treatment of Bupa customers or patient safety.




• Effectively handle serious complaints from customers relating to providers, supporting individuals with their concerns and ensuring corrective actions are put in place and minimising any adverse publicity or detriment to the Bupa brand.




• Ensure that any clinical complaints about the standard of care or advice delivered by Bupa are addressed effectively and follow up any corrective actions to ensure these have addressed the root cause and that business processes and clinical practice are appropriate.




• Analyse complaints data relating to complaints made by both Bupa customers and by our providers to identify areas leading to customer dissatisfaction and where we can make changes to our policies or processes with regard to the funding of healthcare.




• Liaise with other teams within Bupa to ensure that actions are in place to address these.




• Recruit, lead and motivate the Clinical Quality and Governance team including objective setting, performance management and ongoing coaching to increase knowledge and skill levels.




• Design, document and review team processes to ensure efficient and effective working.

Requirements

• Experience of complaint handling is essential




• Experience in a business or clinical assurance role




• A sound knowledge of the healthcare industry




• Practical experience of developing and enforcing quality standards within a clinical setting




• Proven experience of relationship management, and the ability to build internal and external contacts.

Core Competencies

Demonstrates expertise in complaint handling and clinical assurance, with a strong focus on quality standards and patient safety in the healthcare industry. Proven ability to lead teams, manage relationships, and implement effective processes to enhance service delivery.

Highest-signal resume keywords

• Complaint Handling




• Clinical Assurance




• Quality Standards Development




• Relationship Management




• Team Leadership

ATS Optimization Keywords

Hard Skills

• Complaint Analysis




• Quality Assurance




• Clinical Practice Review




• Data Analysis




• Process Documentation

Soft Skills

• Effective Communication




• Problem Solving




• Coaching




• Motivation




• Performance Management

Industry Keywords

• Healthcare Industry




• Patient Safety




• Clinical Governance




• Service Delivery




• Bupa Standards

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