Senior Aged Care Resolution Specialist

3 days ago

Canberra, ACT, Australia beBeeComplaints Full time $99,852 - $115,430

We are seeking a highly skilled Senior Complaints Officer to join our team. The ideal candidate will have excellent analytical and problem-solving skills, with the ability to assess and manage risk.

Key Responsibilities
  • Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options for resolution.
  • Analyse and interpret information presented, including identifying, prioritising, escalating and managing risks within your caseload.
  • Contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.

The Senior Complaints Officer will be responsible for:

  • Managing high caseloads involving complex and sensitive subject matter and competing priorities.
  • Having difficult conversations with stakeholders, including aged care recipients, their supporters and service providers.
  • Accurately recording information, including detailed file notes, risk assessments, referrals, recommendations and escalation briefs.
  • Producing high-quality correspondence for complainants, people receiving care, their supporters and service providers.

In this role, you will have the opportunity to make a positive impact on the lives of older Australians, improving their aged care experience.

Requirements
  • High-level analytical and problem-solving skills, with the ability to assess and manage risk.
  • A strong understanding of the principles of administrative decision making.
  • A strong understanding of the aged care sector and the ability to interpret, understand and apply relevant legislation.
  • Excellent written and verbal communication skills.
  • Strong stakeholder engagement skills and the ability to maintain productive working relationships.
Benefits
  • This is an exciting opportunity to work in a dynamic and fast-paced environment, with opportunities for professional growth and development.
  • You will be part of a dedicated team that is passionate about making a positive difference in the lives of older Australians.
About This Role

This is a challenging and rewarding role that requires a high level of skill, expertise and passion. If you are a motivated and results-driven individual who is looking for a new challenge, we encourage you to apply.

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