Job type: Ongoing - full time or part time
Occupation: Customer Service/Call Centre
Reference: VG/HCC/34260247
The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016.
HCC staff are employees of the Department of Health, who report directly or indirectly to the Commissioner.
The HCC supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety or welfare of the public.
The HCC has broad regulatory powers which include significant powers with respect to non-registered health service providers and investigation of contraventions of the Code of Conduct.
The Commissioner also administers the Health Records Act 2001 which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information.
About the role: The Manager, Resolutions reports to the Assistant Commissioner, Operations and leads a high performing cross-functional team responsible for day-to-day service delivery of complaint management and resolution functions of the Health Complaints Commissioner (HCC).Team responsibilities span across initial contact about enquiries and complaints (online, in writing and telephone), through to effective handling of complaints and alternative dispute resolution.The role uses data driven decision making to lead implementation of innovations and continuous improvements to deliver service excellence that meets the needs of service users (complainants and service providers), responds to changing demand, and stays connected with experiences of service users and stakeholders, both internal and external.You will support both individual and team excellence through coaching and mentoring.You will also collaborate across the organisation and with the healthcare sector, to manage service delivery challenges and high risk or complex matters.You will also be a contributing member of the HCC's Leadership Team, working collaboratively with peers and the wider organisation.How you'll make a difference: Maintain a comprehensive understanding of issues impacting the HCC and where appropriate, participate in strategies to improve service, lead implementation of continuous improvement and deliver performance outcomes for both internal and external stakeholders.Ensure effective, efficient service delivery in accordance with delegated authority, relevant legislation and government regulations and guidelines.Effectively manage and provide leadership to a team of employees by:Leading and supporting individuals to achieve their potential and contribution to organisational goals and outcomes;Coaching, developing and managing a team.Provide expert guidance to recognise and effectively handle emerging issues and potential risks for the organisation.
Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective and efficient services.Work with senior management on strategic thinking and future planning to achieve excellence in customer focused service delivery and meet key performance indicators and standards.Provide positive and constructive leadership to help the organisation successfully navigate change and effectively adapt to changing demand and priorities.Suitable applicants will be able to demonstrate: Mediator accreditation is highly desirableA relevant tertiary qualification or extensive experience in health complaints or regulation is desirable.Knowledge and understanding of the Victorian health system with familiarity with both the Health Complaints Act 2016 and the Health Records Act 2001.Knowledge of best practices and demonstrated experience in effective complaints management in health services, including advanced knowledge of relevant systems and practices is expected.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.
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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.
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All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds.
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Job type:Ongoing - full time or part time
Job classification:VPSG6
Contact:Matthew Durrell | ******
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