Officers work to very strict timeframes requiring information to be collated, recorded presented to the decision-maker within a 7 day statutory timeframe. Officers form part of the Complaints Intake and Triage team which falls within the Assessment and Resolution division of the OHO.
Please note, there are multiple fixed term temporary vacancies also available.
Responsibilities of the role:
- Receive and triage written and verbal health service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
- Assist the Manager, Complaints Intake and Triage to undertake a risk assessment of complaint information to determine priority for processing and triaging according to the risk presented to the health and safety of the public.
- Monitor incoming complaints and processing status to ensure high risk complaints are escalated to be dealt with expeditiously, and escalate any delays or workflow obstacles with line managers and senior officers.
- Provide assistance to, and where appropriate make referrals for, individuals making an enquiry with the OHO.
- Create and maintain accurate complaint and enquiry records in accordance with statutory requirements.
- Participate in the development and implementation of quality assurance and improvements of processes to ensure best practice in complaints management.
Applications will remain current for a period of up to 12 months and may be considered for other vacancies which may include an alternative employment basis (temporary; full time or part time).
A relevant tertiary qualification in law or health is considered desirable but is not a requirement
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.
If you have any questions, please contact Cliff Thompson on (07) 3158 1089
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- Published on 14 Sep 2021, 7:06 AM