Intake & Enquiries Officer

**About the role**:

- 2 x Positions available.
- The Intake and Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers.
- The Intake and Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner.

**About us**:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

**How you'll make a difference**:

- As part of a team, receive and record in a case management system complaints and enquiries lodged over the phone, in person and in writing.
- Provide clear and accurate advice to callers about the role and function of the Health Complaints Commissioner.
- Assist members of the public to formulate their complaints, ensuring inclusive and accessible services that support vulnerable individuals to participate in the complaints process.
- Communicate effectively with a diverse population, adapting the communication style as appropriate to the individual and the circumstances.
- Assist in the identification and reporting of emerging, systemic or other issues of interest. Escalate matters as appropriate.
- Ensure that office policies, guidelines and practices are followed and all contacts and administrative actions are recorded accurately and timely, in accordance with established performance standards.
- Recognise and effectively handle emerging issues and potential risks for the organisation. Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.

**Suitable applicants will be able to demonstrate**:

- Relevant tertiary qualifications is desirable
- Certification or qualification in complaint handling and/or alternative dispute resolution is highly desirable.
- Prior experience in a front-line complaint handling role and proficiency in the use of telephone systems, case management systems, including real time data entry, are highly desirable.
- Previous experience of Genesys and Resolve systems would be highly regarded.
- Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 is highly desirable.

To learn more please click 'Apply' to view the Position Description on the Careers.vic website.

**What we offer**:

- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
- A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

**How to apply**:
Applications should include a resume and a cover letter. Click the 'Apply' button to view further information about the role including key contact details and the advertisement closing date.

Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy.