APS6 Senior Complaints Officer - Multiple Roles

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Are you ready to make a meaningful impact in healthcare and contribute to resolving complaints in the aged care sector? Exciting opportunities for Senior Complaints Officers, with some positions specifically for Registered Nurses/Allied Health professionals in various locations across Australia.
As a Senior Complaints Officer, you will be a pivotal part of a dynamic team, focused on maintaining the highest standards in healthcare.
Position Overview:
As a Senior Complaints Officer, you will play a crucial role in resolving complaints through various techniques such as investigation, conciliation, or service provider resolution. If you're a Registered Nurse, you'll bring an additional layer of clinical expertise to the team.
Key Responsibilities:

• Utilize a range of techniques to resolve complaints
• Manage calls and navigate difficult conversations, identifying, escalating, and managing risks
• Accurately record information, prepare detailed reports, and make recommendations
• Effectively manage individual caseloads, contributing to team objectives

Additional Responsibilities for Senior Complaints Officer - Registered Nurse (must hold current registration as a Registered Nurse):

• Provide clinical support and guidance to Complaint Officers handling complaints with clinical issues
• Analyse evidence from various sources to identify clinical risks and deficiencies in care provision
• Conduct Quality Assurance (peer-to-peer critical review) of clinical advice
• Contribute to the development of clinical governance within Complaints operations
• Manage your caseload involving more complex clinical issues

Qualifications and Experience:

• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Well-developed time management skills
• Ability to collaborate, influence positive culture, and identify broader factors influencing team objectives

While aged care or clinical experience is highly desirable, successful candidates will embark on a comprehensive and well-developed orientation program designed to nurture your skills and ensure your success in these critical roles.
The ideal Candidate:
The ideal candidate will have a strong customer outcome focus, resilience, and confidence to liaise with stakeholders in all matters. You'll be someone who thrives in a busy environment, works within legislative requirements, and contributes to a positive workplace culture.
Location: Melbourne CBD or Box Hill Office
Vaccination Requirements:
Seasonal Influenza Vaccination
COVID-19 (includes two COVID-19 vaccinations and one COVID-19 booster)
Work Flexibility: Work from home will be permitted up to 2 days per week following successful completion of a probationary period and at the discretion of the line manager, in line with the entity's relevant policies.
If you have the above required skills and are an Australian Citizen then please don't hesitate to apply now.
Enquiries can be made to Emma Grant, Principal Consultant, Hudson on 0438 100 625 or emma.grant@hudson.com