Customer Services Coordinator Medical

Kia hiwa rā
Do you have an excellent understanding of health
care and health? Do you have experience supporting people to raise
concerns and achieve resolution?
Start Date - As soon as possible
Status - Permanent part-time (24 hours per week)
Location - Christchurch Hospital
Mō te tūnga - About the Role
The Medical and Surgical Services Team is looking
for a Customer Services Coordinator to join their team. This senior role will
contribute to the divisional understanding of the consumer experince of Medical
Surgical Division services and support the development of Patient Safety and
Quality Improvement Programmes. This key role ensures that services comply with
the Health and Disability Services Consumer - s Rights, Te Whatu Ora Health NZ
Waitaha Canterbury Complaints Policy and other associated legislation.
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.

**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
- Contribute to the Quality improvement processes and measures
- Facilitate and present educational sessions on the complaints
processNgā pūkenga me ngā wheako - Skills and Experience

**Your skills will include**:

- Knowledge and/or experience in the health sector (a health

professional qualification is highly desireable)
- Knowledge of Health-related legislation would be beneficial
- 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
- Knowledge of quality improvement and implementation processes
within the health sector
- Excellent administrative, analytical and reporting skills
- Computer literacy and report writing skillsYour 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. A background working
with or an understanding health related legal codes and legislation would be
also be highly advantageous.
Ngā hua
- Benefits
- Fantastic Working Environment
- Te Whatu Ora Health NZ Waitaha Canterbury employee benefits
- Job securityMō 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