Accreditation Complaints Officer/Coordinator

Are you looking to transition from the APS into a dynamic, meaningful role within a NFP? This opportunity would ideally suit candidates with APS5/6 level experience.

The Australian Medical Council (AMC) is seeking a dedicated Accreditation Complaints Officer/Coordinatorto join our high-performing Accreditation team. This varied, permanent opportunity is based here in Canberra and offers a flexible, hybrid work arrangement.

About the AMC

The AMC’s purpose is to ensure that the standards of education, training and assessment of the medical profession promote and protect the health of the Australian community.

AMC’s commitment to diversity and inclusion in the workplace

The AMC aims for a diverse workforce, so that we reflect the Australian community we serve. We believe that diversity improves ideas and results in better outcomes. Our employment policies reflect our commitment to diversity and inclusion. The AMC works closely with Aboriginal and Torres Strait Islander and Māori stakeholders and is committed to ensuring a working environment that is inclusive and culturally safe at all times. All staff are required to participate in ongoing cultural safety training.

About the opportunity

The purpose of this opportunity is to support the Accreditation section’s complaints process with detail-focused and professional administration. In the role, you will develop excellent knowledge in the application of AMC's standards and medical education in Australia. This role presents ample opportunity to engage with AMC stakeholders to develop effective working relationships, complaints management, policy making and communication skills.

Key duties include:

• acting as the single point of contact for all Accreditation-related complaints/concerns and receiving, managing and tracking enquiries or complaints through to conclusion/resolution
• prioritising, assessing and actioning assessment of complaints/concerns
• making recommendations for further action in line with the AMC Accreditation complaints policy and procedures
• preparing briefs and correspondence using standard templates and drafting further correspondence on complex cases
• coordinating the preparation of regular reporting and data on complaints for the Director, Accreditation Managers and accreditation committees
• creating and meticulously maintaining records of all complaint-related documentation using the AMC online document management systems in line with the AMC business rules and record keeping policy
• working with the Accreditation Managers to ensure relevant concerns feed into AMC accreditation processes
• identifying continuous improvement opportunities and strategies to streamline and improve complaints management and the complaints processes, and lead the implementation of agreed changes.

The full position description will be made available at https://www.amc.org.au/careers.

About you

You are possess strong accuracy and attention to detail skills, and:

• demonstrated ability to analyse, synthesise and respond to complex information and enquiries.
• experience in liaising with internal and external stakeholders in relation to contentious matters and complex enquiries
• demonstrated ability to plan and organise workload in a busy environment including demonstrated time management and organisational skills, and effectively managing competing priorities to deliver high-quality outcomes in a timely manner.
• clear, accurate and effective written and spoken communication skills, including the ability to prepare well-structured briefing papers and professional correspondence, and to ensure effective interactions with both internal and external stakeholders
• ability to interpret and apply standards, operating policies and guidelines, and identify continuous improvement opportunities of these
• demonstrated interpersonal and influencing skills to support high functioning teams
• demonstrated ability to manage work-related databases, and IT systems
• demonstrated information and records management skills

Salary and benefits

A salary of $81,000 - $113,000 per annum, including 11% super (plus leave loading) is available, depending on skills and experience.

What the AMC offers...

• work in a dynamic environment with high performing teams
• spacious, modern workplace in Canberra City with free, secure underground parking
• generous leave policies that recognise our staff diversity (includes AMC Wellbeing Day per year, so you can focus on your mental, physical, emotional, and/or social health)
• access to training and professional development opportunities (including LinkedIn Learning)
• flextime, annual salary reviews and WPI increases
• contribute to the quality of medical education and healthcare in Australia

How to apply

If you are interested in applying for this position, please submit your resume and a cover letter outlining your interest, and suitability for the role. Applications close at 5:00pm (AEST) on Tuesday, 27 February 2024. For more information on this role, please contact careers@amc.org.au.