Complaints Officer Full Time

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.