Do you have an excellent understanding of health care and health related legal codes and legislation?
Do you have experience supporting people to raise concerns and achieve resolution?
The role involves receiving and responding to feedback from consumers and their whanau (family) and maintaining systems and processes to effectively manage complaints.
You will use knowledge gained from the consumer experience to identify quality improvement opportunities.
Mo te tunga - About the Role The Specialist Mental Health Service (SMHS) Quality & Patient Safety Team, based at Hillmorton Hospital, are looking for a Customer Services Coordinator to join the team on a permanent full-time basis Monday to Friday (hours can be negotiated at interview stage).
The team works in partnership with clinicians and leaders to ensure SMHS delivers safe, effective and quality care.
This key role ensures that services comply with the Health and Disability Services Consumer's Rights, Health Information Privacy Code and associated legislation.
In this role, you will be responsible for: Working with clinical teams to ensure complaints and feedback are received, reviewed and responded to in a timely, effective and professional manner Preparing responses to complaints Maintaining systems and processes that monitor complaint and feedback related activities Maintaining positive and effective relationships with key stakeholders Providing advice and guidance to clinical services, in conjunction with the legal team, on issues related to the Privacy Act Providing in-services to teams about the complaint resolution process and the Privacy Code Ngapukenga me nga wheako - Skills and Experience Your skills will include: Knowledge and/or experience of the legal or health sectors (ideally mental health) Capability for open/supportive communication with a wide range of people, including cultural awareness for people from diverse cultural backgrounds Experience in engaging with people who may be distressed or frustrated Excellent written communication skills with focus on a person-centred approach to communication Excellent administrative, analytical and reporting skills Ability to create and deliver presentations to clinical teams regarding the Code of Rights, complaints process and Privacy Code.
Your top-notch communication and interpersonal skills will enable you to seamlessly and effectively communicate with a wide range of people.
Your conflict resolution skills and commitment to understanding the consumer experience will enable you to support timely, effective resolution of complaints and concerns.
You will have a high level of computer literacy, particularly in the MS Office Suite, and a background working with or an understanding of health related legal codes and legislation would be highly advantageous.
Mo matou - About Us Ko nga tangata, te matua mahi - Putting people at the heart of all we do - We are committed to honouring Te Tiriti o Waitangi and its principles by ensuring our partnership with Maori are at the forefront of all our conversations.
We believe in improving, promoting, and protecting the health and well-being of the Canterbury and the West Coast community.
The culture at Health NZ Canterbury is driven by our aMatou Uara (Our Values): Care and respect for others - Manaaki me te whakaute i te tangata.
Integrity in all we do - Hapai i a matou mahi katoa i runga i te pono.
Responsibility for outcomes - Te Takohanga i nga hua.
Nga hua - Benefits of working at Health New Zealand When you work at Health New Zealand, you are part of a wider whanau that will support you along your journey.
We offer great coaching, mentoring and learning outcomes for all staff.
We are always improving our facilities across all campuses and have amazing discounts from select retailers, restaurants and businesses.
At Health New Zealand, you are part of something greater than yourself and encouraged to be your unique self.
Tono inaianei - Apply Now Only applications submitted via our career site will be accepted, therefore please apply directly on our career site.
Please note applications will be reviewed as they are received, and this job vacancy could close prior to the closing date.
Please apply only if you have the legal right to work and live in New Zealand; if you do not hold the legal right to live and work in New Zealand your application will be declined.
Contact Kerri McCarthy on ****** for additional information.
We have a range of clinical and non-clinical roles at Health New Zealand Canterbury; there could be a place for you!
Please visit our careers website for other roles and find your ideal fit within Health New Zealand Canterbury.
Nau mai, haere mai, tauti mai!
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