Head of Enquiry and Complaint Management (f/m/d) Quality Assurance

Are you looking for an interesting area of responsibility in a modern service company? The Kassenarzt Vereinigung Nordrhein with its 24,000 members ensures the outpatient medical and psychotherapeutic care of 9.5 million people in North Rhine-Westphalia. For our Inquiry and Complaint Management service we are looking for you as Head of Department inquiries and complaint management (w/m /d)

Location Cologne / Düsseldorf, Remuneration by TV-L

You guide your 10-person team professionally and disciplinefully, promote a service- and solution-oriented work culture and accompany your employees in their professional development. You are responsible for the entire enquiry and complaint management process, from reception to processing to final feedback, and are responsible for targeted quality improvement measures from complaints. You ensure a high-quality and timely processing of all written and telephone member requests and develop a structured knowledge management for uniform communication. You introduce a CRM system for quality assurance and approval and actively promote digitization and process optimization within the staff. You completely rebuild the Inquiry and Complaint Management department – from robust structures to clear role distributions to a powerful, future-oriented unit within the KVNO. You translate the KVNO strategy into specific departmental objectives, control the work processes using defined key figures and initiate targeted measures if necessary. You are actively involved in cross-departmental and cross-departmental projects and ensure that project results are transferred to the regular operation in a sustainable manner. You act as a central interface to the specialist departments, the 1st and 2nd level support as well as to the area management and represent the staff office in the interior and exterior.

Complete studies in health management, administrative sciences, business management or a comparable qualification – complemented by multi-year experience in service management, ideally in health care or a public law corporation. Detectional experience in enquiry and complaint management as well as in controlling communication processes and quality assurance of outgoing communication. Experience in the introduction of digital systems or CRM solutions as well as a pronounced digital affinity that you actively contribute to the further development of your department. Detectional experience in building new organizational units and change management as well as the will to shape a department from scratch and to guide your team through change processes. Enforced and motivating leaders with high sensitivity and real pleasure in the development of employees. Impressed communication strength – both in writing and oral – combined with a structured, solution-oriented manner even in complex situations. Strategic thinking: You recognize relevant developments early on and derive concrete recommendations for action for your staff.

A task with a high level of design and active participation in the health policy work of KV Nordrhein A motivated team and pleasant working environment Compensation for tasks and performance Individual training opportunities Flexible working hours (6-20 h) Mobile work (40% HO) 30 days of year Support in the reconciliation of work and family Attractive social benefits Operational health promotion