Senior Complaints and Operations Officer

Role overview

This position serves as an authorised delegate of the Health Ombudsman. The officer is responsible for determining, under the Health Ombudsman Act 2013, whether matters received by the Office of the Health Ombudsman fall within jurisdiction and what response, if any, should follow. The work is centred on sound administrative judgement, assessing risk, and managing complaints and related matters in a careful and transparent way.

The role involves consultation with both internal teams and external stakeholders when making decisions.

Key duties

• Interpret and apply legislation, prior decisions, professional standards, codes of conduct and other formal guidance to make well-reasoned and transparent administrative determinations.
• Spot matters of public significance and any issues that may pose a serious risk to public health or safety, and escalate them for immediate action where required by the Health Ombudsman Act 2013.
• Work with internal and external stakeholders to gather information and documents needed for case assessment, support delegate decision-making, and enable timely information sharing and referrals.
• Prepare and record clear, impartial explanations for decisions relating to complaints and other matters.
• Support the Principal by providing coaching, feedback and mentoring to staff, and help build the capability of staff handling complaints.
• Keep case records accurate and up to date in internal systems, while also supporting good-quality record keeping, workflow compliance and correct data entry by staff.
• Contribute ideas and input to process improvements and quality assurance activities that strengthen the efficiency and effectiveness of complaint triage and decision-making.

Qualifications and background

A sound knowledge of the Queensland healthcare environment is advantageous, though not mandatory. A relevant tertiary qualification, or experience in health or complaints management, is regarded as highly desirable.

Additional information

Applicants are encouraged to review the attached role description for any specific qualifications, licences and other role requirements, and to discuss the position with the contact officer if needed.

Applications may remain active for up to 12 months and could be considered for other similar or identical vacancies.

Appointment is subject to a criminal history check under section 52 of the Public Sector Act 2022.

Current and former public sector employees must disclose any record of serious disciplinary action before appointment, in line with section 71 of the Public Sector Act 2022.

All employees must disclose any actual, potential or perceived conflicts of interest under sections 89, 182 or 183 of the Public Sector Act 2022.

Applicants must submit their application online.

Uploaded supporting documents must be in Microsoft Word or PDF format only; compressed or zipped files are not accepted.