APS6 Senior Complaints Officers - Registered Nurse

The Senior Complaints Officer – Registered Nurse works with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care.  
 
Responsibilities may include but are not limited to: 

• Providing clinical support and guidance to Complaint Officers managing complaints with clinical issues 
• Analysing evidence from a range of sources, including clinical documentation and comparing this with expected clinical practice in aged care to identify clinical risks and deficiencies in care provision.   
• Quality Assurance (peer to peer critical review) of clinical advice provided by other Senior Complaints Officers – Registered Nurse/Allied Health Professionals.  
• Contribute to and support the development of clinical governance within Complaints operations  
• Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution   
• Managing calls and difficult conversations while identifying, escalating and managing risks    
• Managing your own caseload of complaints involving more complex clinical issues while contributing to the overall objectives and outcomes of your team 
• Developing positive and collaborative working relationships with team members and internal and external stakeholders  
• Must hold current registration as a Registered Nurse. 

 
The successful candidate will have a strong customer outcome focus with the resilience and confidence to liaise with stakeholders and will able to demonstrate the following: 
 

• Experience in aged care or clinical experience is highly desirable but not mandatory, as there is a well-developed orientation program to support the right people to excel in this role.  
• Demonstrated strong analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and to use specialist advice when needed 
• Excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions 
• Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritise and manage a case load 
• Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture 
• Ability to Identify broader factors, trends and influences that may impact on the team’s objectives.  
• Considers the ramifications of issues and longer-term impact of own work and work area.  

 
To Apply: 
 
To be eligible it is essential that applicants hold Australian Citizenship.   

Successful candidates will be required to undertake a National Police Check, Seasonal Influenza Vaccination and provide evidence of COVID-19 Vaccination prior to commencement. 
If you are interested in this role, please APPLY NOW with your current resume in MS Word format. 

Ellen-Meraud Doornbos 
08 8400 4*** 

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via ***********@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.