At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.
Join us in digitising healthcare!
What’s the opportunity?
The Quality Assurance Specialist works in close collaboration with the broader 1800RESPECT to manage customer complaints investigation and corrective action, feedback and requests for information. You will be taking a key role in supporting and maintaining the quality governance framework with a focus on complaint management and quality improvement. This role supports the 1800RESPECT service, ensuring the service delivers best practice quality system management and participates in the ongoing development of policies and implementation of quality principles.
About the role:
- Investigate and action events (e.g. requests for information, customer complaints, incidents, non-conformities), identify quality improvement opportunities and assist with the implementation of quality improvement activities; document in appropriate reporting methods and systems.
- Ensure accuracy, integrity and timeliness of event data, by overseeing data entry, record management and quality checks
- Participate in internal & external Quality System audits and reporting.
- Contribute to service quality continuous improvements and compliance efforts
- Contribute to the development and maintenance of business supporting documentation and processes eg. Procedures, SLA reporting requirements.
- Conduct internal audits as per instruction from the Senior Risk and Quality Improvement Manager
- Develop and implement Quality Assurance processes and systems.
- Act as custodian for various Quality Assurance processes (documentation management, request for information management, customer complaint management, incident response, data breach etc.) as assigned.
- Write, document, edit, and review Quality Management documentation.
- Manage the assignment of document control identifiers.
- Review approved documentation submitted for upload into the Document Management System for compliance
- Review and develop reports as per instruction from the Senior Risk and Quality Improvement Manager
- Work collaboratively in a team environment and within structured timeframes that meet operational demands and accept responsibility for work performed
- Complete other reasonable duties as prescribed by the Senior Risk and Quality Improvement Manager.
About you:
- Hold a tertiary qualification in Business, Health, IT, Social Work or related discipline.
- Qualifications/certifications in Health information management, clinical safety or Business Analytics is highly desirable.
- Experience in maintaining data integrity and implementing quality activities
- Experience in request for information, complaint handling and risk assessment in a clinical context.
- Strong communication skills and resilience, including communicating effectively with stakeholders, including people from a wide range of cultural and social backgrounds in challenging circumstances.
- The capability to develop and maintain strong professional relationships with team members, staff, and other stakeholders
- The skills to manage responsibilities and workload in a timely and efficient manner to meet deadlines and KPI’s
- Ability to research and analyse information
- Experience in clinical setting is highly regarded
- Experience in Clinical Safety Assessments (e.g. as a clinical safety officer) is highly regarded
Why join Telstra Health:
- We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.
- Join us if you find change, a fast paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!
- Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
- If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you!
And it doesn’t stop there…
- Avenues for growth and stepping into other roles.
- 30% discount on Telstra services including home broadband and post-paid mobiles.
- Free 24/7 professional and confidential support for you and your family through EAP
- Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
- Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.
We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on Recruitment@health.telstra.com
Applications will be assessed and shortlisted as they are received so apply today!
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.