Customer Services Officer Smhs Quality

3 weeks ago

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

**Ngā 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 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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