Experience

Delta Nursing Agency Ltd

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Compliance/Customer Care Consultant/

  • Nov 2019 - Present

  -Ensuring regulatory compliance with relevant laws, regulations, and industry standards. -Reviewing and updating policies and procedures related to staffing and recruitment, background checks, safeguarding, confidentiality, and data protection. -Conducting risk assessments and developing strategies to mitigate and manage compliance risks. -Providing training and education programs to agency staff and healthcare professionals on compliance obligations and best practices. -Conducting regular audits and assessments of compliance activities, systems, and processes. -Preparing and submitting compliance reports to management and regulatory bodies. -Collaborating with hospital management, regulatory agencies, and stakeholders to address compliance concerns and maintain positive relationships. -Investigating and responding to compliance incidents, including breaches of healthcare regulations. -Monitoring industry trends, changes in regulations, and emerging best practices in healthcare compliance. -Ensuring the agency and its healthcare professionals maintain necessary licenses, certifications, and accreditations. -Establishing and maintaining a robust document control system for compliance-related documents. -Establishing and maintaining a confidential reporting mechanism for compliance concerns. -Developing and enforcing policies and procedures to identify and manage conflicts of interest. -Collaborating with quality assurance teams to align compliance efforts with quality improvement initiatives. -Developing incident response plans and protocols to address compliance incidents and emergencies. -Coordinating and supporting external audits and inspections by regulatory bodies or accrediting agencies. -Promoting ethical behavior and professional conduct among agency staff and healthcare professionals. Offer compliance training programs to hospital clients. Show less



Kampala Independent Hospital

• Uganda
• Hospitals and Health Care
• 1 - 100 Employee

• Head of Customer Relations

  • Jan 2018 - Oct 2019

  Act as the main point of contact for customers, providing exceptional service and building long-lasting relationships. Handle customer complaints and concerns by investigating issues, providing explanations, and offering solutions that meet customer needs. Monitor customer interactions and feedback across multiple channels, such as email, phone, social media, and chat. Use customer feedback to identify opportunities for improvement, and work with relevant departments to implement changes. Keep up-to-date with industry trends and best practices in customer service to ensure that the company remains competitive. Train and coach other team members on customer service best practices and company policies. Develop and maintain a customer-focused culture within the company. Conduct customer surveys and analyze results to determine customer satisfaction levels and identify areas for improvement. Monitor customer churn rates and develop strategies to reduce customer attrition. Foster relationships with key customers to strengthen partnerships and encourage repeat business. Track and report on key performance indicators, such as customer satisfaction, response times, and issue resolution rates. Handle sensitive customer information in a confidential and secure manner. Maintain a positive and empathetic attitude when communicating with customers, even in difficult or challenging situations. Continuously improve customer service processes and procedures to ensure maximum efficiency and effectiveness. Respond to customer inquiries and complaints in a timely and professional manner. Address customer concerns and resolve issues effectively. Maintain accurate customer records and analyze feedback to identify areas for improvement. Develop strategies to engage and retain customers. Collaborate with other departments to ensure customer needs are being met. Ensure compliance with relevant regulations and handle customer information securely. Show less