The Resolution and Complaints Officer is responsible for assisting parties through a simple dispute resolution process to resolve complaints about health services and/or health service providers according to the Health Ombudsman Act 2013.

This may also include providing advice or assistance to callers about managing complaints or notifications and receiving and triaging complaints.

Job details

Key responsibilities

• Work collaboratively across the Assessment and Resolution division to promote seamless service delivery and quality complaint case management.
• Support the delivery of a simple and quick dispute resolution process that facilitate negotiations between parties to achieve resolution of complaints.
• Exercise statutory powers to obtain necessary information and submissions from relevant parties to facilitate negotiation and resolution of complaints.
• Undertake negotiations between the parties focused on active listening, empathy, identifying interests, and generating options to assist parties to resolve complaints.
• Provide early advice and assistance to callers and receive and triage complaints as required.
• Prepare correspondence and reports applying best practice administrative decision-making principles and maintain comprehensive case file records in accordance with legislative and organisational requirements.
• Prepare correspondence and reports applying best practice administrative decision-making principles and maintain comprehensive case file records in accordance with legislative and organisational requirements.
• Provide ongoing input into the development and continuous improvement of complaint handling business processes and resources through sharing ideas for improvements in day-to-day work.
• Work according to the values and priorities of the Office of the Health Ombudsman (OHO) and perform other activities as directed.

Qualifications technical/educational

• A detailed understanding of the Queensland health environment is desirable but not essential.
• A relevant tertiary qualification is considered desirable but not a requirement.

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.

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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.

• OHO695762 Resolution and Complaints Officer - RD (PDF, 819KB)
  Role Description
  
  OHO Candidate Information Pack (PDF, 3.35MB)
  Application Kit