Clinical Services Manager (Southampton)

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.