Description:
Permanent full time opportunity to sensitively and effectively receive, record, triage, coordinate and follow up consumer feedback (compliments, complaints and suggestions) relating to consumer care and service provision to achieve the most positive and timely outcome for all parties involved in accordance with Metro North Health’s Consumer Feedback Policy and Procedure.
About the role
Permanent full time opportunity to sensitively and effectively receive, record, triage, coordinate and follow up consumer feedback (compliments, complaints and suggestions) relating to consumer care and service provision to achieve the most positive and timely outcome for all parties involved in accordance with Metro North Health's Consumer Feedback Policy and Procedure.
About you
Our ideal candidate will be someone who can carry out the following key accountabilities in accordance with the Metro North Health's values:
- Manage a caseload of complex feedback through knowledge of complaints management processes, which includes spending time taking telephone calls and meeting face-to-face with feedback providers and consumers.
- Identify issues for investigation, and develop action plans, including seeking information from key stakeholders, such as medical, nursing, and allied health practitioners.
- Facilitate and attend consumer feedback resolution meetings and identify and escalate consumer feedback issues to the Consumer Liaison Manager as required.
- Use negotiation and consultation skills to promote effective resolution to complex issues of concern and to foster sound relationships with consumers and key stakeholder groups within the agreed Health Service key performance indicator (KPI) timeframes of 35 days.
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
Be part of a world-class, dynamic and growing health service that embraces technology and innovation, excellence in healthcare, quality teaching and cutting edge research. Metro North Health is committed to providing a diverse and inclusive workplace for all employees. We offer unique and rewarding professional development opportunities in a safe and flexible work environment with a focus on putting our people first. You can find out more about why it's so great to work at Metro North here: https://metronorth.health.qld.gov.au/careers ( https://metronorth.health.qld.gov.au/careers )
Find out about the role in more detail and how to apply in the attached Role Description.
APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTED