Complaints Intake and Triage Officer

11 hours ago

Brisbane, Australia Public Sector People Full time

Initial 3-month contract | ASAP start
- Fancy working with a high profile State Gov Department
- Multiple roles available

Public Sector People are currently recruiting for an Complaints Intake and Triage Officer. Our client is seeking an experienced and motivated individual to join this busy department to provide these below skills.

**Duties will include**:

- Receive and triage written and verbal health services complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
- Assist the Manager, Complaints Intake and Triage to undertake a risk of assessment of complaint information to determine priority for processing and triaging according to the risk presented to the health and safety of the public.
- Create and maintain accurate complaint and enquiry records in accordance with statutory requirements.
- Participate in the development and implementation of quality assurance and improvements of processes to ensure best practice in complaints management

**Skills required**:

- A detailed understanding of the Queensland Healthcare environment is desirable but not essential.
- Have worked within the Government Sector before.
- Liaise with line managers and senior officers to escalate matters of high risk that require immediate action, urgent assessment, or investigation.
- Communicate clearly and professionally with stakeholders regarding their concerns about a health service or the health, conduct or performance of health practitioners.
- Proactively communicate relevant information to the Health Ombudsman, line managers and stakeholders as required.
- Prepare correspondence to complainants to seek further information or to provide administrative decisions and reasons.
- Contribute to the collation of performance data regarding receipt and processing of high-risk complaints.
- Personal drive and integrity and can show us how you align with our organisational values.

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