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Job Description
POSITION: COMPLAINT OFFICER - QUALITY DEPARTMENT
DUTIES AND RESPONSIBILITIES:
- Works with complainants and people receiving care to identify concerns and develop options to achieve resolution.
- Manages calls in a telephone intake setting, which can include handling difficult conversations.
- Identifies, escalates and manages complaints.
- Ensures accurate recording of information.
- Uses a range of complaint resolution techniques including early resolution, service provider
resolution, conciliation and investigation. - Prepares detailed reports, correspondence and recommendations.
- Contributes to the priorities of a team and effectively manages individual caseloads.
- Organises and facilitates meetings with complainants and relevant staff in order to facilitate resolution of concerns or complaint.
- Supports the development of effective systems to collect, monitor, review, analyze, and learn from patient experience feedback including satisfaction surveys, AHD websites, comments & suggestion and using this information to support a variety of reports for appropriate committees.
- Assists the Complaints Manager in producing reports on complaints and complaint trends on request of the Complaints Manager.
- Monitors patient compliments on the service provided.
- Assists in the induction of new staff and statutory training of existing staff with regard to complaints training, ensuring regular review and update of training material.
- Provides support and advice to all staff groups with regard to individual complaints handling.
- Provides ad hoc complaints training to all levels of staff as and when required.
QUALIFICATIONS & SKILLS:
- Bachelor’s degree in healthcare administration, public relation. Clinical background is recommended.
- Excellent command of spoken and written Arabic and English
- In-depth knowledge of data analysis and statistics
- Hands on experience with customer service
- Excellent organizational and time management skills
- Administration experience including use of Microsoft Office.
PROFESSIONAL EXPERIENCE:
- Minimum of 2-3 years Knowledge experience of the complaints management within a healthcare setting
- Demonstrated analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
- Excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions.
- Strong customer outcomes focus, confidence and resilience in liaising with internal and external
stakeholders. - Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritize and manage a case load.
- Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture.