Clinical Quality Assurance Manager

Bupa

Clinical Quality Assurance Manager at Bupa responsible for monitoring healthcare quality and handling complaints. Leading the Clinical Quality and Governance team to improve patient safety and service standards.

Posted 7/22/2026full-timeStaines • 🇬🇧 United KingdomMid-LevelSenior💰 £65,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint handling and clinical assurance, with a strong focus on quality standards and patient safety in the healthcare industry. Proven ability to lead teams, manage relationships, and implement effective processes to enhance service delivery.

Highest-signal resume keywords

Complaint HandlingClinical AssuranceQuality Standards DevelopmentRelationship ManagementTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint AnalysisQuality AssuranceClinical Practice ReviewData AnalysisProcess Documentation

Soft Skills

Effective CommunicationProblem SolvingCoachingMotivationPerformance Management

Industry Keywords

Healthcare IndustryPatient SafetyClinical GovernanceService DeliveryBupa Standards

About the role

Key responsibilities & impact

Monitor the standards of healthcare delivered by external providers, following up on any concerns raised or indications of practice outside recognised standards.
Identify areas of concern or poor practice and where necessary carry out an in depth investigation in order to identify any issues which may compromise the treatment of Bupa customers or patient safety.
Effectively handle serious complaints from customers relating to providers, supporting individuals with their concerns and ensuring corrective actions are put in place and minimising any adverse publicity or detriment to the Bupa brand.
Ensure that any clinical complaints about the standard of care or advice delivered by Bupa are addressed effectively and follow up any corrective actions to ensure these have addressed the root cause and that business processes and clinical practice are appropriate.
Analyse complaints data relating to complaints made by both Bupa customers and by our providers to identify areas leading to customer dissatisfaction and where we can make changes to our policies or processes with regard to the funding of healthcare.
Liaise with other teams within Bupa to ensure that actions are in place to address these.
Recruit, lead and motivate the Clinical Quality and Governance team including objective setting, performance management and ongoing coaching to increase knowledge and skill levels.
Design, document and review team processes to ensure efficient and effective working.

Requirements

What you’ll need

Experience of complaint handling is essential
Experience in a business or clinical assurance role
A sound knowledge of the healthcare industry
Practical experience of developing and enforcing quality standards within a clinical setting
Proven experience of relationship management, and the ability to build internal and external contacts.

Benefits

Comp & perks

25 days holiday, increasing through length of service, with option to buy or sell
Bupa health insurance as a benefit in kind
Annual performance-based bonus
An enhanced pension plan and life insurance
Onsite gyms or local discounts where no onsite gym available
Various other benefits and online discounts