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Internal Review Officer

2 months ago

Brisbane, Queensland, Australia HOBAN Recruitment Full time
About the Role

The Reviews Branch is a critical component of our organization's efforts to resolve reviews and complaints. As the central coordination point, the RB works closely with participants, providers, internal staff, and external agencies to ensure timely resolution, in line with our Service Charter. The team plays a vital role in managing the participant experience and upholding our organization's reputation by delivering consistent and clearly explained decisions.

Key Responsibilities
  • Engage directly with participants to gather information, explain decisions, and guide them through the review and appeals process.
  • Conduct evidence-based decision-making following the relevant legislation, rules, Operational Guidelines, and policies.
  • Monitor and manage your caseload, ensuring that internal reviews are completed within established timeframes.
  • Contribute to quality improvement activities, helping to enhance service delivery practices, processes, and systems.
Requirements
  • Strong communication skills to effectively gather information and explain complex decisions to participants and their representatives.
  • Proficiency in evidence-based decision-making and familiarity with relevant legislation and guidelines.
  • Ability to manage multiple cases and meet deadlines.
  • A collaborative approach to quality improvement and service enhancement.
  • Be able to pass and hold a national police check and worker screening check.
  • Must be an Australian Citizen.