Complaint Resolution Lead

3 days ago

Brisbane, Queensland, Australia beBeeResolution Full time
Key Role in Health Service Complaint Resolution

The Principal Resolution Officer plays a pivotal leadership role in overseeing and coordinating the resolution of health service complaints under specific legislative provisions. This position ensures compliance with organisational policies, procedures, and relevant legislation.

  • Efficient delivery of high-quality complaint resolutions is crucial through effective local resolution and conciliation processes.
  • Fostering strong internal and external relationships is vital for collaborative resolution functions delivery.
  • Performance management, continuous improvement, and development of resolution functions are essential to support strategic objectives and legislative requirements.
  • Providing guidance, training, and coaching on effective resolution skills, including leading conciliations, is a key responsibility.
  • Supervising the resolution team in managing health complaints, providing feedback, coaching, mentoring, and professional development under the Director's guidance is critical.
  • Offering high-level advice and participating in consultation processes to identify suitable resolution strategies aligned with organisational goals is also important.
  • Maintaining up-to-date policies and procedures to ensure resolution processes align with organisational values, objectives, best practices, and relevant standards is necessary.
Responsibilities:
  • Sustain quality assurance and continuous improvement of resolution decision-making systems.
  • Ensure clear and sensitive communication of processes and decisions to stakeholders.

Please review the attached role description and contact the officer for further information if interested.

Applications will remain active for 12 months and may be considered for other similar vacancies.

Appointments are subject to criminal history checks as per the Public Sector Act.

All employees must disclose any conflicts of interest as per the Public Sector Act.

Apply online by clicking the 'APPLY ONLINE' button below.

Note: Attachments should be in Microsoft Word or PDF format.

J-18808-Ljbffr Occupations: Health - Health Service Support

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