Complaints and Project Management Associate

Festanstellung, Vollzeit · Berlin, Germany

About this role

As the Programs and Compliance Manager, you will contribute to the strategic direction of the department while leading/handling the operational execution of projects as well as patient complaints & Refunds/Coverage management, compliance enforcement, and process improvements. Your role ensures Medbelle’s commitment to high-quality service and adherence to Terms & Conditions, directly supporting the Programs Management and Compliance Lead.

What you will do

Complaints & Refunds/Coverage Management:
- Handle patient complaints, ensuring thorough investigation and resolution in line with our Terms & Conditions (Ts and Cs) and established complaints process.
- Serve as the main point of contact for MDDUS, managing all communications related to complex and high-level complaints, and submitting monthly reports on received complaints.
- Handle the refund/coverage cases as per our Ts and Cs and the established complaints process.
- Escalating cases to the Programs Management and Compliance Lead when and as necessary.
- Produce reporting and conduct analysis on complaint-handling & Refunds/Coverage activities.
- Work with the Programs Management and Compliance Lead to continuously enhance the complaints & Refunds/Coverage processes.
- Assist the Programs Management and Compliance Lead in handling complex and high-risk cases.
Compliance Enforcement & Operational Oversight:
- Ensure seamless implementation of compliance frameworks through operational adherence to Medbelle’s Terms & Conditions and internal processes, working closely with internal teams.
- Approve and oversee refunds and coverage cases in line with company policies.
- Ensure aftercare coverage decisions comply with updated T&Cs.
- Oversee treatment offer package structures.
- Manage compliance with privacy policies.
- Ensure adherence to surgeon and hospital agreements regarding T&Cs.
Support PROMs Management:
- Assist in tracking and maintaining response rates and data accuracy for PROMs.
Process Optimisation & Implementation:
- Proactively contribute to process improvement and innovation by suggesting and sharing ideas to enhance patient care, operational workflows, and internal efficiencies.
- Execute and monitor strategic process enhancements, ensuring measurable improvements in compliance, patient care satisfaction, and workflow efficiency.
Cross-Team Collaboration:
- Coordinate with the Quality Lead to ensure compliance requirements are correctly reflected in PCA and Operations scripts.
Support Pricing Project: Conduct quantitative analysis, generate reports, provide insights and assist in various operational aspects of the pricing project until launch and as advised by management post-launch.
Departmental Reporting & Operational Oversight: Manage and oversee documentation, reporting, and process adjustments as needed.
Compliance Training & Knowledge Implementation
- Develop, implement, and maintain compliance training materials to ensure operational teams understand and adhere to Medbelle’s Terms & Conditions and internal policies.
- Provide guidance and support to internal teams by clarifying compliance standards, reinforcing best practices, and addressing knowledge gaps through training sessions, documentation, and ongoing updates.

Who you are

Strong attention to detail and organizational skills
Excellent communication and problem-solving abilities
Familiarity with compliance and quality assurance processes
Strong analytical and reporting skills
Technical proficiency in data analysis tools, and workflow management platforms
Ability to work efficiently in a fast-paced environment

What we offer

Nilo mental health support subscription that allows each team member to have free consultations with therapists and psychologists for mental health signposting, recommendations and diagnosis
Urban Sports Club membership
Learning-and-development budget
Corporate discounts and subscriptions
Team events and team brunches, lunches and many more things
A hybrid-remote working set-up that allows for flexibility within the working week
We also provide an allowance to work fully remotely for three months per year so you can work from anywhere in the world (with a stable internet connection)!

The application process

Screening: After you submit your application materials, we will review them to gauge if they meet our requirements. We aim to get back to you as soon as possible.
Recruiter call: If you pass the initial screening, we will be in touch to schedule an initial video call. The goal of this initial video interview is to learn more about you and what you are looking for. This call is also an opportunity for you to learn more about Medbelle and the role so that we can both evaluate if there is a mutual fit.
Onsite interview: If all goes well, we will be in touch to schedule a face-to-face interview with our Programme Management and Compliance Lead. This will allow you to show how your experience will help you contribute to the role and department.
Offer.

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About us

Medbelle is building the world's first digital hospital, enabling better specialist care pathways at lower costs throughout the UK. Their custom-built technology supports their nationwide network of most private UK surgeons and hospitals, which redefines healthcare accessibility and empowers patients and clinicians alike.

Background: Founded in 2016 and supported by £20M+ of funding from reputable international investors, Medbelle has established itself as a European leader in elective specialist care digitalisation. Having established partnerships with organisations like Bupa, HCML and HealthcareRM and working with some of the UK’s leading surgeons, Medbelle has supported 200k+ patients, enabled multiple thousand surgical procedures and is quickly growing revenues.
Mission: Make the best medical care accessible to all. In the future, all patients will be treated with the support of digital hospitals: The model enables a better care experience, excellent medical results, and keeps healthcare affordable for patients and insurers. At a large scale, Medbelle can generate cost-savings that can keep better healthcare affordable and accessible even with demographic change.
Value: UK's best-rated medical provider (NPS 88), quantified quality of care through standardised clinical outcome collection, and significant cost savings for patients and health insurers.
Model: Medbelle supports both insurers and non-insured patients in getting the best care at lower costs and with minimal admin efforts. As a tech-enabled care provider, Medbelle provides procedures, consultations and diagnostics to individual non-insured patients and insurance companies.
Team: Leander (CEO; WHU, background in tech & consulting, parents are doctors), Dan (CMO; ex-orthopaedic surgeon and ex-medical director at Bupa, HBS-trained), Sid (CFO; 7x PE in London at Nomura/Perella/Goldman), Luis (CTO; 20y in software dev). 48 people (39 in Berlin, 9 in the UK; plan to recruit increasingly in the UK; remote-first but with a Berlin office and regular in-person meetings in the UK)

OUR CULTURE

50+ Medbellians
25+ Nationalities
17 Languages

Alone you go fast, together you go far: We celebrate strong individual performance - but we believe that it is only the first step towards success. Extraordinary results require that talented individuals collaborate, with strong opinions weakly held and with a shared commitment to do whatever is best to achieve our joint mission.

If this role, our mission, and our culture resonate with you then we would love to hear from you.
We are also open to general applications from extraordinary candidates.
If you want to learn more about us, here are some links to get you started:

Trustpilot: Best-rated medical provider in the UK - What our patients say - http://bit.ly/medbelle_trustpilot
Glassdoor: What our team members say - http://bit.ly/medbelle_glassdoor

At Medbelle, we strive daily to be as inclusive as possible, not just because it's the right thing to do, but because it makes us stronger.
We will always celebrate you for, well, being you!
This means all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

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