Intake and Enquiries Officer

4 months ago

Melbourne, Australia Health Complaints Commissioner Full time

Location: Melbourne | CBD

Job type: Full time / Ongoing

Organisation: Health Complaints Commissioner

**Salary**: $74,580 - $90,558

Occupation: Administration/Secretarial

Reference: VG/DH/HCC/1773192

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.

**About the role**:
Intake & Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers. Intake & Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner.

**Are you**:

- A clear communicator with excellent customer service skills?
- Interested in supporting alternative dispute resolution and contributing to improvements in healthcare delivery?
- Skilled, enthusiastic and team oriented individual who will fit into a small statutory environment?

**About us**:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

**How you'll make a difference**:
**Suitable applicants will be able to demonstrate**:
**Knowledge and skills**:

- **Planning and organising**: identifies processes, tasks and resources required to achieve a goal; identifies more and less critical activities and operates accordingly, reviewing and adjusting as required; develops and implements systems and procedures to guide work and track progress; recognises barriers and finds effective ways to deal with them.
- **Verbal communication**: confidently conveys ideas and information in a clear and interesting way; understands and meets the needs of target audiences
- (the right information to the right people); welcomes constructive feedback; sees things from other's points of view and confirms understanding.
- **Self-management**: plans and prioritises work to ensure outcomes are achieved, resists the temptation to react immediately without taking time to think things through, uses strengths to contribute constructively and consciously manages the impact of own weaknesses, anticipates own reactions to situations and prepares accordingly.

**Personal qualities**:

- **Flexibility**: Adaptable, open to new ideas, accepts changed priorities without undue discomfort, recognises the merits of different options and acts accordingly.
- **Detail focus**: observes fine details; identifies gaps in information; looks for logical sequences of information; highlights practical considerations of plans and activities.
- **Drive and commitment**: enthusiastic and committed; demonstrates capacity for sustained effort and hard work; sets high standards of performance for self and others; enjoys a vigorous and dynamic work environment.
- **Teamwork**: cooperates and works well with others in pursuit of team goals, collaborates and shares information, shows consideration, concern and respect for others feelings and ideas, accommodates and works well with the different working styles of others, encourages resolution of conflict within the group.

**Qualifications**:

- Relevant tertiary qualifications as well complaint handling and/or alternative dispute resolution experience would be advantageous.

**Specialist expertise**:

- Prior experience in a front line complaint handling role and proficiency in the use of case management systems, including real time data entry, are desirable.
- Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the _Health Complaints Act 2016_ and the _Health Records Act 2001_ would be an advantage.

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.

**What we offer**:

- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
- A strong commit

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