Quality Support Officer

*Please be aware although we are a remote organisation we do require candidates to reside in the UK.*

Workpattern: Full time, Monday - Friday (09:00 - 17:30)

Reporting to: Complaints Manager

Team: Quality and Improvement

#LI-Remote

About us

Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.

The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.

ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high-quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.  

About the role
ProblemShared is seeking a quality and improvement professional to join our busy Quality and Improvement team. We are looking for a motivated and proactive individual, who enjoys working in a fast-paced environment, supporting staff and the people who access our services to resolve issues quickly, draw out learning and contribute to improvements.

The Quality Support Officer will contribute to the delivery of high-quality care, by monitoring and overseeing the incident reporting system (Radar Healthcare). They will support the Clinical Quality and Governance Lead to ensure that all issues are logged, investigated to determine next steps and escalated for full investigation when appropriate, with actions monitored and learning cascaded to ensure service improvement.

This is a remote, home-based role and the post holder will need to be enthusiastic and self-motivated. They will ideally have experience in the provision of clinical audit, quality improvement and management of incidents and complaints; providing administrative support; organising and taking meeting minutes; using computer and data management systems to support and monitor activities.

The post holder will be responsible for providing efficient administrative support to the Quality and Improvement team and will be able to work to time frames and have exceptional organisation skills. They will need to be flexible and able to work as part of a team. The successful candidate will have the ability to manage own workload and priorities, including acting independently, always ensuring absolute confidentiality.

You will

This will include but not be limited to:

Incidents

• Be responsible for monitoring the incident log (Radar Healthcare) and ensuring all required paperwork is completed in a timely fashion, stored securely in the company drive with clear file management and organisation.

• Undertake initial triage of reported incidents, determining severity and appropriate next steps in line with escalation procedures.

• Prepare data on incidents for analysis and reporting purposes.

• Support with the implementation of PSIRF (Patient Safety and incident response framework)

• Handle administration of Radar Quality Management system

Quality Improvement

• Support the team with Service improvement projects/plans/audit

• Support ProblemShared with the administration and upkeep of standard operating procedures and document version control

• Coordinate client feedback data reporting for internal and external stakeholders

Concern/ Complaint Handling

• Provide support with the management of concerns

• Undertake initial triage of incoming complaints, determining severity and the appropriate escalation route in line with the complaints policy

• Support the investigation and resolution of complaints, including liaising with relevant staff and drafting responses

• Prepare data on complaints for analysis and reporting purposes
  

What we are looking for

• Quality support experience with demonstrated effective verbal and written communication skills – NHS/ Social care and/or other public sector experience

• Highly organised with strong administration skills

• Ability to work under pressure, including working to tight deadlines and prioritising work effectively

• Strong attention to detail

• Ability to demonstrate multi-team working relationships and/or involvement in project work

• Knowledge of Clinical Governance

• Knowledge of CQC regulatory requirements

• Knowledge of, or experience with, complaints handling procedures

• A genuine interest in the field of mental health, psychology, counselling, or health care

What we offer you

• Excellent salary

• A reward package that recognises contribution, performance and impact

• Company Pension Scheme

• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave

• Private health insurance

• Blue Light card / discounts

• Enhanced family friendly policies

• Flexible working

• All company events and in-person team meet ups

• Access to a range of wellbeing activities

• Access to development / training opportunities to support your career ambition

• One volunteering day per year

Our Recruitment Process and Next Steps

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.