The Complaints Intake and Resolution Officer is a delegate of the Health Ombudsman with responsibility for providing complaint management and resolution advice to the public (both prisoner health consumers within correctional facilities and also general health service consumers) to assist / enable them to lodge a health service complaint, other matter (e.g., notification) or enquiry with the OHO.

Officers receive, record and triage complaints to determine whether they may present a risk to the health and safety of the public necessitating immediate escalation to a senior officer.

Officers form part of the Complaints Intake and Triage team which falls within the Assessment and Resolution division of the Office of the Health Ombudsman (OHO).

Job details

About the Office of the Health Ombudsman (OHO)

The OHO helps people with concerns about health services and health practitioners in Queensland. We work to protect the health and safety of the community by handling complaints, supporting safer healthcare, and taking action when needed.

About the role

You will be responsible for providing complaint management and resolution advice to the public to assist/enable them to lodge a health service complaint, other matter or enquiry.

In this role you will:

• Receive and triage written and verbal health service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
• Communicate and document clear and accurate advice provided to stakeholders using the most efficient and customer centric approach.
• Critically analyse complaint and notification information, including:
  • identifying and applying relevant professional standards, codes of conduct and other formal health service and /or health practitioner guidelines
  • making administrative decisions on complaints and other matters
  • providing complaint outcome correspondence detailing decisions and reasons.
• Liaise as appropriate with internal and external stakeholders to obtain necessary information and documentation to inform how health service complaints should be managed. This includes knowledge of complaints resolution strategies, including problem solving to ensure alternative solutions and approaches are considered (early intervention in complaints management).

Skills and experience required

• Customer service experience
• Experience working with diverse communities and cultures
• Experience working in a high-volume, fast-paced environment
• Well developed resilience and wellbeing in the workplace

How to apply

If this role sounds like you, please click on the apply button and follow the prompts. Please ensure you answer the required questions in the position description under the ‘how to apply' section. We will get in touch if you are shortlisted for this opportunity and you may be contacted at any time within the span of the 12 months.

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).
• Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
• 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 89, 182 or 183 of the Public Sector Act 2022.

***APPLICANTS ARE REQUESTED TO APPLY ONLINE – scroll down and click the ‘APPLY ONLINE' button. If you are reviewing this position on SEEK, please click on the apply button above and you will be able to review the role profile and apply ***

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Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• OHO Candidate Information Pack (PDF, 3.35MB)
  Application Kit
  
  OHO700122 AO5 Complaints Intake & Resolution Officer (39378) - RD (PDF, 795KB)
  Role Description