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Customer Services Manager

3 months ago

Christchurch, Canterbury, New Zealand New Zealand Government Full time
Permanent full-time (40 hours per week)

  • Understanding of the health environment
  • Previous
clinical experience in a hospital setting

  • Familiar with the Code of Health and Disability Consumer Rights
  • Experience
About the role
As the Manager of a key support team at the
Christchurch Hospital you will work in partnership with clinical and management
staff, patient and families to effectively manage complaints with services
throughout the M & SS Division to comply with the Health and Disability
Services Consumers - Rights Code, Health Information Privacy Code and associated
legislation.

The Role:
Where

you fit in

In this role, you will be responsible for:

  • Promotion and support of consumer-focused service and positive
staff relationships

  • Direction and facilitation of early resolution of consumer
complaints

  • Maintenance of the systems, processes and completion of records of
all complaint-related activities for effective complaint management Contribution
to Patient Safety and Quality Improvement Programmes at a Hospital and
Service level

  • Taking a leading role in the identification and reporting of risk
arising from consumer complaints and inquiries via external agencies (e.g.
Health and Disability Commissioner Opinions), and participation in
identifying areas for improvement Provision of management support and
leadership for the Customer Services Team and Interpreters Booking
Service.
Ngā pūkenga me
ngā wheako | Skills and experience

Your skills will include:

  • Understanding of the health environment
, including requirements of

health related legislation

  • Previous
clinical experience

  • Knowledge and experience with Quality and Risk Management and
Qualification is desirable

  • High level of verbal and written communication and interpersonal
skills and the ability and confidence to manage challenging individuals
and situations

  • Ability to build strong relationships and engage and work effectively
with all disciplines, occupational groups and senior leaders/managers

  • Experience
and skills in mediation and conflict resolution and in
developing these skills in others.

  • Ability to work independently as well as part of the team, showing
appropriate initiative and organisational ability, and within short time
schedules using good time management skills.
Mō mātou | About Us

  • Ko ngā tāngata, te mātua 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 Māori 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 Te Whatu Ora [Health NZ]
Waitaha Canterbury, is driven by our ā Mātou Uara (Our Value

- s):

  • Care and respect for others
  • Manaaki me te whakaute i te tangata.
  • Integrity in all we do
  • Hāpai i ā mātou mahi katoa i runga i te
pono.

  • Responsibility for outcomes
  • Te Takohanga i ngā huaNgā hua |
Benefits of working at Te Whatu Ora [Health NZ]
When you work at the Te Whatu Ora [Health NZ], you
are part of a wider whānau 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 Te Whatu Ora [Health NZ], you
are part of something greater than yourself and encouraged to be your unique
self
We have a range of clinical and non-clinical roles
at Te Whatu Ora [Health NZ] Waitaha Canterbury, there could be a place for
you
Please visit our careers website for other roles
and find your ideal fit within the Te Whatu Ora [Health NZ] Waitaha
Canterbury
The Future of the Health Industry
It will be a condition of employment for this role
that you are vaccinated against Covid-19. It is therefore a condition of this
requirement includes gaining Booster Dose. As a person working in the
health and disability sector you will come into contact with a large number of
people, some of whom may be vulnerable. Without a vaccine, there is the
risk that you may contract Covid-19 or pass Covid-19 to other staff. This can
place an increased burden on our healthcare system. The requirement to be
vaccinated is to keep you safe and also to endeavour to protect others against
the potential transmission of Covid-19 as a result of you contracting it in the
course of your employment.
Nau mai, haere mai, tauti mai