Clinical Services Manager

We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to this, we’re a certified B Corp dedicated to making a positive impact on people, communities, and the environment.

As Clinical Services Manager, you will lead a dedicated team providing expert support to member dentists, their teams, and patients, while also supporting key business functions.

In this pivotal role, you will provide expert guidance on regulated complaints, ensuring fair and effective resolution in clinical disputes between patients and dentists. You will also oversee a team of complaint handlers, ensuring consistency, professionalism, and adherence to best practices.

Additionally, you will act as a trusted advisor to the business on a broad spectrum of clinical risk matters, requiring a balance of sensitivity, sound judgment, and robust decision-making to navigate complex challenges effectively.

Key responsibilities

• Manage the Clinical Services Hybrid teams.
• Facilitate communications and responses between patients and dentists.
• Make sure regulated complaints are dealt with in prescribed time scales.
• Mitigate risks in our member practices to avoid reputational damage to the brand and retain members and patient numbers.
• Facilitate the provision of all types of practice visits as part of the quality program within required time frames, making decisions on the outcomes of these visits as to their suitability for the Excel program and whether the practice poses a risk to the business.
• Make decisions on what support is provided to practices in difficult situations.
• Provide and coordinate responses to all regulatory and legislative queries that come into the business.
• Attendance at Practice Advisor Conference and other key events with clients all over the country.
• Input clinical knowledge to provide support and guidance across all areas of the team and wider business.
• Line manage and develop members of the team, providing support and work with the ambition of everyone achieving company values and adhering to expectations.
• Provide support and guidance to internal teams, including field-based teams, by addressing queries and offering advice to ensure quality service delivery to practices.

About You

To be considered you must have:

• Experience in healthcare and GDC registrant
• Experience in complaints handling
• Thorough understanding and experience of risk management, especially how this occurs in clinical practice.
• Understanding of the regulatory and legislative environment health professionals work in
• Excellent communication skills and people management experience
• Ability to horizon scan across healthcare to see what is upcoming.
• Experience of case handling and able to break down cases in order to decide correct course of action.
• Experience of quality control in a healthcare setting
• Understanding of how a business operates financially and understands budgeting and profitability.
• Organises and plans effective for own team and cross functional activities, creating clarity of expectation for all parties.
• Willingness to have difficult and challenging conversations.

What’s in it for you

As well as a competitive salary, our benefits package includes:

• Generous pension with a 6% pension gift from us
• 28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days
• Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more)
• Your own health plan
• Access to a wellbeing hub
• Recognition awards
• Give as you earn

We have a head office in Hampshire, but depending on your role, you’ll be able to enjoy our ‘smart working’ approach. This means you can flex when and where you spend your time. For many of us this means day to day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings and more.

Your Recruitment Journey

We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process

• Screening call with Talent Acquisition Team
• Virtual Interview with the hiring manager and team
• Aptitude assessment
• Presentation/case study with the hiring manager and team

Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.