Customer Services Officer Smhs Quality

3 weeks ago

Christchurch, New Zealand New Zealand Government Full time

Kia hiwa rā
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 whānau (family) and maintaining systems and
processes to effectively manage complaints. You will use knowledge gained from
the consumer experience to identify quality improvement opportunities.
Mō te tūnga - About the Role
The SMHS Quality & Patient Safety Team, based
at Hillmorton Hospital, are looking for a Customer Services Coordinator to join
the team on a fixed term full-time basis until June 2024. The team works in
partnership with clinicians and leaders to ensure that Specialist Mental Health
Services deliver 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 ActNgā pūkenga me ngā wheako - Skills and Experience

**Your skills will include**:

- Knowledge and/or experience of the legal or health sectors (ideally

mental health)
- Be capable of 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 health related legal codes and
legislation would be also be highly advantageous.
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

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