Complaints Reform Officer

2 days ago

Geelong, Victoria, Australia beBeeComplaints Full time

Job Opportunity: Improve Healthcare Reform

We are seeking a highly skilled Complaints Officer to join our team in an exciting opportunity to improve Australia's largest healthcare reform since Medicare.

The role is based in either Broadmeadows or Geelong, and offers a great full-time hourly rate contract for an initial 12 months, with the option to extend.

This is a fantastic opportunity for someone who wants to make a real difference in their career and contribute to protecting our most vulnerable individuals.

Key Responsibilities:
  • Manage complaints and participant incidents, including assessing, recording, resolving and referring as required.
  • Manage escalated complaints and ensure strict deadlines are met.
  • Produce high-quality written correspondence for a range of audiences, including formal responses for senior stakeholders.
  • Coordinate correspondence, briefing and reporting functions for the Complaints Team.
  • Support the Complaints Team to resolve day-to-day operations issues and assist in achieving the branch's strategic objectives.
Requirements:
  • Australian Citizenship is mandatory.
  • Ability to pass Australian federal background checks.
  • Background and experience in a complaints handling role (phone-based) within a complex corporate or government department.
  • Excellent communication skills and ability to build rapport.
  • Ability to juggle multiple cases with strong time management.
  • High attention to detail to record accurate information within case management system.
  • Proactive approach and inquisitive nature - ability to ask the right questions to extract information.
  • High degree of empathy and compassion for individuals from diverse backgrounds.

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