Aged Care Specialist
1 week ago
We are seeking a skilled Senior Complaints Officer to join our team. In this role, you will be responsible for resolving complaints in a timely and effective manner using a range of techniques including desk-based investigations, facilitated discussions and meetings, and site visits.
The Intake and Complaints Resolution Group works closely with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements. The Complaints section supports risk management, complaint resolution, sharing intelligence, and an integrated regulatory response.
About the Role- Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.
- Analyse and interpret information, identify and manage risks within your caseload, prioritise and escalate as needed.
- Contribute to team objectives and outcomes, including meeting legislated and other key performance indicators.
- Collaborate with colleagues, share ideas and support key tasks.
- Manage high caseloads involving complex and sensitive subject matter and competing priorities.
- Engage in difficult conversations with stakeholders including aged care recipients, their supporters and service providers.
- Record information accurately, including detailed file notes, risk assessments, referrals, recommendations and escalation briefs.
- Produce high-quality, person-centred correspondence that meets administrative decision-making requirements.
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