Clinical Quality Assurance Manager

Bupa Place, Salford Quays / Angel Court, London / Willow House, Staines – hybrid working with 1 day in the office
Permanent
Full time – 37.5 hours per week
£65,400

We try to consider all types of flexibility, including locations, hours and working patterns. Please note that we are unable to offer sponsorship for this position.

We make health happen:

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world. As a Clinical Quality Assurance Manager, you'll play a vital role in ensuring our customers receive safe, high-quality care from both external healthcare providers and Bupa's own clinical services.

Leading our Clinical Quality Assurance function, you'll investigate clinical concerns, identify opportunities to improve quality and patient safety, and work closely with providers, customers and internal stakeholders to drive improvements across the healthcare journey.

How you’ll help us make health happen:

• Monitor the standards of healthcare delivered by external providers, following up on any concerns raised or indications of practice outside recognised standards. This will include the review of complaints data and customer feedback.
• 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.