Resolutions Officer, Intake

3 weeks ago

Melbourne City Centre, Australia Department of Health Full time

***:
Resolutions Officer, Intake & Early Resolutions
x1 Fixed term (12 months), Full or part time
Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for complaint resolution.
Are you
- A skilled, enthusiastic individual who will fit into a small statutory, regulatory environment?
- A team player who enjoys working collaboratively with others in the pursuit of team goals?
- Interested in alternative dispute resolution and influencing quality healthcare delivery?

**Accountabilities**:

- Effectively deal with a caseload of complaints about health service providers through:

- promptly assessing complaints and deciding on a course of action
- conducting complaint resolutions in accordance with legislative requirements and office policies
- obtaining relevant information, analysing issues and obtaining expert opinions if warranted; and
- making clear, timely and supportable recommendations and decisions in relation to complaints.
- Use the case management system to maintain accurate and timely records, in accordance with established performance standards and the department's records, information security and privacy policies.
- Use complaint information to identify potential serious and/or systemic issues or trends arising out of complaints and escalate internally as appropriate.
- As required, contribute to the HCC's engagement and education functions, including by delivering presentations and workshops.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.

Mandatory Vaccination Policy

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
For further information please visit the Department of Health

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