Customer Services Manager

2 weeks ago

Christchurch, Canterbury, New Zealand Te Whatu Ora - Health New Zealand Waitaha Canterbury 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:

Mō te tūnga | 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 complaintrelated 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
  • 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 hua

Ngā
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
**Nau mai, haere mai, tauti mai

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