Resolution Officer

1 day ago

Brisbane, Australia Office of the Health Ombudsman Full time

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.
- Support early resolution of health care service complaints by providing assistance and support for the Assessment and Resolution Division.
- Work collaboratively within the Assessment and Resolution Division and with other teams within the OHO to contribute to the integration and cooperation between the Units to promote seamless service delivery and quality outcomes.
- Provide a high level of customer service that is complaint focussed, balancing fit for purpose case management with high quality outcomes.
- Assist with the preparation of documentation for each case file and ensure that each contains requisite information and documentation; where applicable, procure additional information and documents by liaising with appropriate stakeholders in response to health service complaints.
- Make use of professional standards, codes of conduct and other formal guidelines to support the resolution of complaints.
- Contribute to the management of internal database systems by providing assistance with receiving and tracking incoming complaints and queries, securing relevant documentation, generating reports, and performing data analysis.
- Provide feedback to maximise effectiveness and efficiency in resolving health service complaints.
- Liaise as appropriate with various external stakeholders to obtain required information and documentation for each case to support the resolution process.
- Perform other projects and activities in relation to complaints resolution as directed

Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
- Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
- All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.

**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Please do not upload zipped files.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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