Programs Management and Compliance (PM&C)

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.

Additional Information

• Benefits: Team Events
• Salary Currency: EUR
• Remote Model: Hybrid