Complaints Intake and Resolution Officer
Vor 2 Tagen
The Complaints Intake and Resolution Officer is a delegate of the Health Ombudsman with responsibility for providing complaint management and resolution advice to the public (both prisoner health consumers within correctional facilities and also general health service consumers) to assist / enable them to lodge a health service complaint, other matter (e.g., notification) or enquiry with the OHO. Officers receive, record and triage complaints to determine whether they may present a risk to the health and safety of the public necessitating immediate escalation to a senior officer. Officers form part of the Complaints Intake and Triage team which falls within the Assessment and Resolution division of the Office of the Health Ombudsman (OHO). The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer. Responsibilities Receive and triage written and verbal health service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material. Communicate and document clear and accurate advice provided to stakeholders using the most efficient and customer centric approach. Critically analyse complaint and notification information, including: identifying and applying relevant professional standards, codes of conduct and other formal health service and /or health practitioner guidelines making administrative decisions on complaints and other matters providing complaint outcome correspondence detailing decisions and reasons. Liaise as appropriate with internal and external stakeholders to obtain necessary information and documentation to inform how health service complaints should be managed. This includes knowledge of complaints resolution strategies, including problem solving to ensure alternative solutions and approaches are considered (early intervention in complaints management). Support the delivery of a simple and quick dispute resolution process that facilitate negotiations between parties to achieve resolution of complaints. Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar). Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022. Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022. All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 89, 182 or 183 of the Public Sector Act 2022. APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button*** Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Please do not upload zipped files. Occupational group Health - Health Service Support #J-18808-Ljbffr
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Complaints Intake and Resolution Officer
vor 10 Stunden
City of Brisbane, Österreich Queensland Government VollzeitComplaints Intake and Resolution Officer Join to apply for the Complaints Intake and Resolution Officer role at Queensland Government The Complaints Intake and Resolution Officer is a delegate of the Health Ombudsman with responsibility for providing complaint management and resolution advice to the public (both prisoner health consumers within correctional...
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Health Complaints Intake
vor 10 Stunden
City of Brisbane, Österreich Queensland Government VollzeitA state government agency in Brisbane is seeking a Complaints Intake and Resolution Officer to manage health service complaints and provide resolution advice. This role involves receiving, analysing, and triaging complaints while delivering accurate communication to stakeholders. The ideal candidate will facilitate dispute resolutions and ensure compliance...
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Health Complaints Intake
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City of Brisbane, Österreich Queensland Government VollzeitA state government authority is seeking a Complaints Intake and Resolution Officer to manage and resolve health service complaints. This position involves critical analysis and communication with both health consumers and stakeholders to facilitate effective complaint resolutions. The ideal candidate will have strong skills in complaint management and...
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