Complaints Management and Oversight

2 weeks ago

Brisbane, Australia Office of the Health Ombudsman Full time

**In this role you will**:

- Liaise and consult with external organisations to confirm which complaints should be referred.
- Prepare documentation, including formal notices and correspondence, for the immediate referral of matters to external organisations, as well as informing complainants and external organisations of the outcome of the referral.
- Liaise as appropriate with internal and external stakeholders to obtain necessary information and documentation on how complaints have been managed by external entities. This may include knowledge of various complaints resolution strategies and problem-solving strategies to ensure alternative solutions/approaches are considered and an outcome is achieved.
- Monitor the progress of referred health service complaints being managed by external organisations and view reports on complaints management progress and outcomes.
- Provide a high level of customer service by effectively communicating, advising, and working collaboratively with both internal and external stakeholders to maximise effectiveness and efficiency in dealing with health service complaints.
- Assist in the engagement and collaboration with external stakeholder agencies and hospital and health service stakeholders for the purpose of the Health Ombudsman Act 2013 including the facilitation of stakeholder engagement sessions as required.
- Provide accurate and timely electronic record keeping, including contributing to the management of internal database systems, generating performance reports and data analysis.

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.
- 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**
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