Complaints Advisor
Hawke's Bay District Health Board
Hawke's Bay, New Zealand
15d ago

Ehara taku toa i te toa takitahi. Engari, he toa takitini.

Success is not the work of one, but the work of many.

56 hours per fortnight

We are seeking a Complaints Advisor for Hawkes Bay who shares our values of He kauanuanu Respect, Ākina Improvement, Rāranga te tira Teamwork and Tauwhiro Care.

The People & Quality Directorate plays a key role in advising and supporting clinical teams in providing excellence in patient centred care across Hawke’s Bay.

Working within this directorate and reporting to the Patient Safety & Clinical Compliance Manager, the Complaints Advisor will receive complaints, liaise with patients and their whanau, and will coordinate, facilitate and support the various services within the organisation as they investigate and respond to patient and whanau concerns.

This role is vital in providing the organisation with a unique and powerful opportunity to improve the quality of our services by looking at the service, care and treatment we provide from a different perspective.

In this role you will often be the first point of contact for patients and families in raising their concerns and will work closely with them to capture their feedback and update them as to progress as services conduct investigations and prepare responses.

In addition you will lead the coordination of complex and cross service complaints, provide education and training to services regarding effective complaint resolution, quality assure responses, liaise with the Health & Disability Commission and Nationwide Health & Disability Advocacy Service as required and report on and identify complaint trends.

To be successful in this position you will be empathetic to consumer concerns, customer service oriented and great at building relationships quickly.

You’ll have a high standard of written, face to face and telephone communication skills. In addition you’ll be responsive to both consumers and the services to who you provide advice and support.

Previous experience, or a strong understanding of the health sector will be a significant advantage.

If successful, you will join a helpful and supportive team. Hours of work negotiable to suit both you and organisational requirements.

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