About the role
As the Consumer Liaison Officer, you will play a vital role in ensuring the voices of consumers, carers and families are heard and meaningfully incorporated into service improvement across Metro North Mental Health. Working within the Clinical Governance team, you will manage a diverse caseload of consumer feedback, including complaints, compliments and suggestions, and guide matters through to timely and effective resolution.
About you
Our ideal candidate will be someone who can carry out the following key accountabilities in accordance with the Metro North Health's values:
Manage a caseload of complex feedback through knowledge of complaints management processes, which includes spending time taking telephone calls and meeting face-to-face with feedback providers and consumers.
Identify issues for investigation, and develop action plans, including seeking information from key stakeholders, such as medical, nursing, and allied health practitioners.
Facilitate and attend consumer feedback resolution meetings and identify and escalate consumer feedback issues to the Consumer Liaison Manager as required.
Use negotiation and consultation skills to promote effective resolution to complex issues of concern and to foster sound relationships with consumers and key stakeholder groups within the agreed Health Service key performance indicator (KPI) timeframes of 35 days.
As directed, contribute to the coordination of complaints from various sources including the Office of the Health Ombudsman (OHO), the Minister's Office, District Liaison Office, Local Members of Parliament, Aged Care Commission and the Public Guardian.
Benefits when working for us
Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
Flexible working arrangements and competitive salary rates with annual incremental increases
Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging
Metro North Health offers a dynamic and progressive environment at the forefront of healthcare, research, and education. With a strong commitment to inclusion, flexibility, and professional development, we provide meaningful opportunities in a workplace that puts people first. You can find out more about why it's so great to work at Metro North here: https://metronorth.health.qld.gov.au/careers
Applications from Aboriginal and Torres Strait Islander people are encouraged and welcomed.
Find out about the role in more detail and how to apply in the attached Role Description.
APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTED<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.
