Consumer Feedback Officer
2 weeks ago
About the role
The Consumer Feedback Support Officer will provide efficient, effective complaints management support to the Community and Oral Health Consumer Liaison Officers. This role will engage with patients and families across Community and Oral Health to resolve complaints and assist with identifying opportunities to improve the patient experience.
About you
- Facilitate and attend consumer feedback resolution meetings.
- Identify and escalate consumer feedback issues to the Consumer Liaison Officers.
- Use mediation, negotiation and consultation skills to promote effective resolution to complex issues of concern and to foster sound relationships with consumer and key stakeholders with legislative timeframes.
- Provide training to staff in relation to complaints management process and Riskman.
- Assist the Consumer Liaison Officers with the processing of all consumer feedback (compliments, comments and complaints).
- Maintain up to date data entry of all incoming consumer feedback correspondence.
- Provide advice and guidance to Community and Oral Health staff about consumer feedback management and processes.
- Provision of high level administrative and support functions, including preparation of responses to complaints, assistance with submissions, presentations, reports, data collation and other correspondence as required.
Health Equity
It is expected that all Metro North Health staff, including the incumbent of this role as a valuable member of the Metro North workforce, contribute to the health equity agenda and meet the intent of supporting the defined six actions that specifically meet the needs of Aboriginal and Torres Strait Islander people within the National Safety and Quality Health Service Standards (NSQHS), by actively supporting the elimination of racial discrimination and institutional racism; supporting increased access to health care; influencing the social, cultural and economic determinants of health; supporting the delivery of sustainable, culturally safe and responsive health services; and recognise the importance of working with Aboriginal and Torres Strait Islander peoples, communities and organisations to design, deliver, monitor and review the health and support services we provide.
Benefits when working for us
- Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
- Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
- Flexible working arrangements and competitive salary rates with annual incremental increases
- Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging
APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTEDThis work is licensed under a Creative Commons Attribution 3.0 Australia License.
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