Job Reference: 359738932

Health Care Complaints Commission

Senior Review Officer

·        Sydney CBD location (close to Central Station)

·        Ongoing full-time permanent opportunity

·        Clerk Grade 7/8 package includes salary from $106,025 – 117,363 plus superannuation and annual leave loading

ABOUT THE HCCC

The Health Care Complaints Commission (HCCC) is an independent statutory body (set up under the Health Care Complaints Act 1993) that plays a central part in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of individuals and the community.

PRIMARY PURPOSE OF THE ROLE

The role forms part of a small team within the Resolutions & Customer Engagement Division, undertaking the review function for complaints.  Under s28(9) of the Health Care Complaints Act 1993 complainants are provided with an opportunity to request a review of the Commission’s assessment decision. Reviews are a critical element of delivering an excellent complaints management system. As there are more complaints and of increasing complexity, reviews are an important measure of how well complaints assessment is addressing these pressures.

To learn more about the position, please view the Role Description here.

To be successful in this role, you will have:

·        Experience preparing briefs and decision letters, and communicating recommendations and advice

·        The ability to critically analyse information

·        Strong time management and capable of working autonomously

·        Excellent communication skills, while remaining objective and impartial

HOW TO APPLY

Applicants are required to submit an online application. This will include:

• Current resume / curriculum vitae (CV) (maximum 5 pages)
• Cover letter outlining your relevant skills and experience (maximum 2 pages)
• Your response to the following two targeted questions (maximum 2 pages)

1.      Please describe your approach, including any techniques you incorporate to balance competing priorities and meet tight deadlines in a high volume environment. Please give an example.

2.      Outline your approach and any dispute resolution techniques you employed where you had to communicate with an angry or distressed person. What was the outcome and what did you learn from the encounter? Please give an example.

The selection process will include a comparative assessment to assist in determining your suitability for the role. This will include a behavioural based interview and online testing.

The successful applicant will be required to complete a Background Verification Check which includes a National Police Check (Criminal History) and qualification check.

A talent pool may be created from this recruitment action for ongoing and temporary roles of the same work classification that may become available for filling over the next 18 months.

Closing Date: Sunday, 15 September 2024 at 11:59pm

ADDITIONAL INFORMATION

For questions about the position, please contact: Heidi Elliott, Case Review Lead, on 9219 7484

For any questions about the recruitment process, please contact HCCC HR on people@hccc.nsw.gov.au

For more information about Employment at HCCC please follow this link: www.hccc.nsw.gov.au/About-us/Employment  

The Commission is an Equal Employment Opportunity Employer.