AddressSeeking Senior Complaints Officers for a 6 month placement with possibility to extend. Full time hours per week, Monday to Friday. Commencement date is early March 2024.
The role is based in Melbourne CBD. Potiental to work from home up to 2 days per week at discretion of entity.
The ideal candidate will need to have a strong customer outcome focus, strong analytical and problem-solving skills, with the resilience and confidence to liaise with internal and external stakeholders in all matters from daily interactions.
To be successful in this role:
Experience in aged care or clinical experience is highly desirable but not mandatory, as the candidate will undertake a well-developed orientation program to support the right candidate to excel in this role.
Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed.
Excellent written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to the audience.
Well-developed time management skills to thrive in a busy environment ensuring the case load and competing priorities are achieved.
The role involves:
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
Use a range of techniques to resolve complaints, such as investigation, conciliation or service provider resolution
Accurately recording information including, preparing detailed reports, correspondence and recommendations
Aboriginal and Torres Strait candidates are strongly encouraged to apply
If you would like to join our team, please APPLY now. To learn more about working with Programmed, we encourage you to visit our website.
Who we are
Programmed is a leading provider of healthcare, staffing and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining. As one of Australia's largest employers, we work with major public and private hospitals, facilities and an increasing number of home care and community clients, providing you with the opportunity to work when and where you want.
At Programmed, we're committed to being a child-safe organisation, and we strive for diversity, inclusion and equality. We seek a workforce that is representative of the communities we work in, and encourage people of all cultures, gender, age, sexual orientation or abilities to apply.
So it's over to you. If you would like to join our team, please APPLY now.
To learn more about working with Programmed, we encourage you to visit our website.
