Trilogy Care Pty | Care Resolutions Specialist | Australia
Vor 3 Tagen
Full time
Trilogy Care is Australia's fastest-growing provider of the Federal Government's Home Care Package (HCP) program.
Our innovative self-management model rooted in the principles of choice and excellence aims to deliver greater choice and value to our care recipients.
This ensures they spend less on management fees and more on long-term care services that truly reflect their individual needs.
As a vibrant and dynamic organisation, we are dedicated to supporting older Australians to remain in their own homes, embodying our commitment to wellbeing and integrity.
We believe our work is about making a meaningful impact on the lives of our care recipients and their families, whilst also fostering ownership amongst our team members.
At Trilogy Care, we take immense pride in creating a progressive and fulfilling workplace for our dedicated employees, championing innovation and ensuring a supportive, rewarding environment where everyone can thrive.
About the Role The Care Resolutions Specialist is responsible for managing complex and high-level complaints within the Care Team, ensuring that complaints are handled effectively, promptly, and professionally to meet compliance and customer satisfaction standards.
This role involves developing, implementing, and continuously improving policies and procedures around complaints handling.
The Care Resolutions Officer will collaborate closely with the Operations Department to address and resolve complaints referred by the Aged Care Quality and Safety Commission, ensuring that all responses meet regulatory standards and reflect the organisation's commitment to quality care and consumer rights.
Job Description As a Care Resolutions Specialist, you will be responsible for managing and resolving high-level complaints with a focus on compliance, transparency, and exceptional customer care.
Your role involves refining complaints-handling processes, ensuring regulatory compliance, and driving continuous improvement to enhance service quality.
Complaint Management: Resolve complex complaints promptly, log and track cases in the CRM, and ensure outcomes align with the Aged Care Act and organisational values.
Policy Development: Support the creation and implementation of complaints-handling policies, provide team training, and ensure alignment with industry best practices.
Regulatory Compliance: Assist in managing complaints referred to the Aged Care Quality and Safety Commission, ensuring accurate reporting and comprehensive documentation.
Stakeholder Engagement: Build trust through compassionate communication with care recipients, families, and advocates, collaborating with internal teams to deliver holistic solutions.
Continuous Improvement: Lead quality initiatives, conduct audits, and provide insights to enhance complaints management and improve the overall care experience.
Skills and Qualifications Completed Bachelor's degree or equivalent Minimum 2 years experience in complaint handling or consumer relations.
Proven effective communication, empathetic approach, and solutions-based focus when addressing complex issues.
Strong analytical skills, excellent communication and interpersonal abilities, and demonstrated experience in developing and implementing resolutions pathways.
Capacity to manage sensitive issues with empathy and professionalism.
Solid understanding of consumer rights, regulatory compliance, and quality assurance principles.
Familiarity with the Aged Care Quality and Safety Commission's guidelines is preferred.
Mandatory Requirements Current federal police clearance (not older than 12 months).
Evidence of Australian work rights (passport, birth certificate, etc.).
Unlock your Potential with Trilogy Care Join a purpose-driven team to build a Trilogy Care legacy that values Choice, Excellence, Integrity, Ownership, Innovation, and Wellbeing.
We are dedicated to making a positive impact on the lives of our care recipients, their families, and our team
This purpose-led work, combined with our commitment to continuous improvement and positive change, will help unlock your potential and take your career to the next level.
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