The key responsibilities of the Triage and Assessment Officer are:

Complaints Management

  • Contribute to the OHO meeting its strategic objectives and legislative requirements.
  • Be accountable for completing complaint assessments within specified legislative timeframes and provide a high standard of customer service.
  • Triage complaints and notifications to identify and clearly articulate complaint issues, determine risk, priority and necessary assessment activities.
  • Issue statutory notices to obtain information necessary to complete comprehensive assessments of complaints and notifications.
  • Critically analyse and assess complaint and notification information, including identifying and applying relevant professional standards, codes of conduct and other formal health service and/or health practitioner guidelines.
  • Provide a high level of customer service that is stakeholder focused, balancing fit for purpose case management with high quality outcomes.
  • Prepare correspondence and reports applying best practice administrative decision making principles.
  • Maintain comprehensive case file records in accordance with legislative and organisation requirements.
  • Establish and nurture relationships with internal stakeholders to promote seamless service delivery and quality outcomes.
  • Provide ongoing input into the development and continuous improvement of complaint handling business processes and resources to contribute to the Division's goal of providing best practice health service complaints management.
  • Contribute to the ongoing maintenance of a positive and supportive organisational culture.
Stakeholder Engagement

  • The role involves frequent liaison with key stakeholders, including health service providers, our co-regulation partners the Australian Health Practitioner Regulation Agency (AHPRA) and other key government agencies such as, the Queensland Police Service, the Crime and Corruption Commission and/or Queensland Ombudsman).
  • Liaise with internal and external stakeholders to obtain information and documentation to undertake the assessment process and to facilitate appropriate complaint management and information sharing.
Communication and Reporting

  • Assist with the preparation of reports on the performance of the Triage and Assessment Unit.
  • Proactively communicate relevant information to the Principal Triage and Assessment Officer.
  • Escalate complaints that raise concerns about issues of public interest and safety to the Principal Triage and Assessment Officer.

  • Work within the values and priorities of the OHO.
  • Participate in the conduct of quality assurance reviews of the OHO.
  • Contribute to a culture of continuous improvement and business excellence through sharing ideas for improvements in day to day work.
  • Perform other activities in relation to triage and assessment as directed.
This process may be used to fill subsequent temporary positions.

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