Complaints Officer

You ensure that patients and healthcare professionals feel heard. Even when care has not proceeded as expected.

Bergman Clinics is a growing organization with various areas of focus and more than 80 locations. At Bergman Clinics, the patient is central. However, it can happen that a patient has a complaint, concern, or point for improvement. As an independent Complaints Officer, you play an important role in restoring trust, guiding conversations, and contributing to the quality of our care. With your empathy, tact, and communication skills, you make a difference every day.

As a central, independent Complaints Officer, you are the first point of contact for patients with a complaint or dissatisfaction. You listen, investigate, and guide the process together with the local complaint coordinators in a careful and independent manner. As a central Complaints Officer, you work from the head office in Naarden (or from home) in collaboration with the local complaint coordinators. You are the linchpin, the point of contact for management and coordinators, and you personally mediate highly complex complaints.

Your responsibilities include

• Triaging, registering, and handling complaints and signals from patients.

• Advising and guiding patients and the accused throughout the complaint process.

• Mediating between patients, healthcare providers, and other involved parties, in close cooperation with the local complaint coordinators.

• Analyzing complaints and identifying trends and points for improvement.

• Periodically training and upskilling the local complaint coordinators.

• Preparing reports and management information.

• Advising management and employees on complaint handling and quality improvement.

• Contributing to a professional and patient-oriented complaint procedure in accordance with laws and regulations.

You are a strong conversational partner who maintains calm in emotional situations. You are a good listener, know how to carefully weigh interests, and communicate in a clear and respectful manner. You are flexibly available for 32 to 36 hours per week and hybrid working is among the possibilities. Our Support Office in Naarden is your home base, where you report hierarchically to the quality manager.

In addition, you possess:

• A completed HBO (higher professional education) degree, preferably in the field of law, healthcare, public administration, or similar.

At Bergman Clinics, you will join a professional organization where quality, personal attention, and continuous improvement are central.

We offer you

• A varied and socially meaningful position.

• Salary based on collective labor agreement (CAO) in scale 60 (€ 4,661.00 to € 6,713.00).

• Good employment conditions according to the ZKN CAO.

• Room for personal development and training.

• An engaged and professional working environment.

• An informal culture in which collaboration is a matter of course.

• Many benefits via the Epassi app, free fruit, drinks, and parties.