Address About the role:
Intake & Enquiries Officers are the first point of contact for enquiries and complaints made to the Health Complaints Commissioner (HCC) about Victorian health service providers. Intake & Enquiries Officer deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner.
Are you
A clear communicator with excellent customer service skills?
Interested in supporting alternative dispute resolution and contributing to improvements in healthcare delivery?
Skilled, enthusiastic and team oriented individual who will fit into a small statutory environment?
About us:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.
We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.
How you'll make a difference:
Suitable applicants will be able to demonstrate:
Knowledge and skills
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Planning and organising: identifies processes, tasks and resources required to achieve a goal; identifies more and less critical activities and operates accordingly, reviewing and adjusting as required; develops and implements systems and procedures to guide work and track progress; recognises barriers and finds effective ways to deal with them.
Verbal communication: confidently conveys ideas and information in a clear and interesting way; understands and meets the needs of target audiences- (the right information to the right people); welcomes constructive feedback; sees things from other's points of view and confirms understanding.
Written communication: prepares briefs, letters, emails and reports using clear, concise and grammatically correct language; ensures written communications contain necessary information to achieve their purpose; uses appropriate style and formats.
Self-management: plans and prioritises work to ensure outcomes are achieved, resists the temptation to react immediately without taking time to think things through, uses strengths to contribute constructively and consciously manages the impact of own weaknesses, anticipates own reactions to situations and prepares accordingly.
Personal qualities
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Flexibility: Adaptable, open to new ideas, accepts changed priorities without undue discomfort, recognises the merits of different options and acts accordingly.
Detail focus: observes fine details; identifies gaps in information; looks for logical sequences of information; highlights practical considerations of plans and activities.
Drive and commitment: enthusiastic and committed; demonstrates capacity for sustained effort and hard work; sets high standards of performance for self and others; enjoys a vigorous and dynamic work environment.
Teamwork: cooperates and works well with others in pursuit of team goals, collaborates and shares information, shows consideration, concern and respect for others feelings and ideas, accommodates and works well with the different working styles of others, encourages resolution of conflict within the group.
Qualifications
Relevant tertiary qualifications as well complaint handling and/or alternative dispute resolution experience would be advantageous.
Specialist expertise
Prior experience in a front line complaint handling role and proficiency in the use of case management systems, including real time data entry, are desirable.
Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 would be an advantage.
To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.
What we offer:
The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
A strong commitment to work-life balance, including a diverse array of flexible working arrangements.
How to apply:
Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date.
We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians.
All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disabilities, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au. Please view our commitment to Diversity and Inclusion here.
Preferred applicants may be required to complete a police check and other pre-employment checks including proof of vaccination against COVID-19. Information provided will be treated in the strictest confidence, in line with our Privacy Policy.
The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform. As such, these employees are strongly encouraged to submit their application through JSE rather than via external advertisement.
