Complaints Officer

MINIMUM REQUIREMENTS

• An NQF Level 6 qualification in a health-related field
• Current registration with a Health Statutory Body/Council
• 2 years complaints handling experience.

COMPETENCY REQUIREMENTS

• Knowledge of the relevant legislative framework
• Proficiency in Microsoft Office Suite
• Customer Service skills
• Communication writing, verbal and listening skills
• General complaints handling skills
• Conflict Management skills
• Time Management skills
• Interpersonal Communication skills.

PRINCIPAL ACCOUNTABILITY AND KEY PERFORMANCE AREAS

• Handle all queries regarding handling of complaints
• Create a record of queries on the available case management system
• Determine if complaint falls under the remit of HPCSA
• Provide advice on the lodging of a complaint including appropriate authority to deal with complaint if outside the remit of the HPCSA
• Provide verbal/written advice on complaint lodging process if within the remit of the HPCSA Receive and screen complaints lodged verbally, in writing or via a physical visit
• Ensure that the complaint form is duly completed and signed by the complainant
• Ensure that all relevant documents are attached before processing the case to Complaints Handling. Ensure that the descriptions of allegations are clear
• Check if the complaint was previously registered opened, and: If existing, forward to the relevant person handling the complaint and if new process as a new complaint
• Check complaint and where relevant, contact the complainant to collect additional complaint information Request affidavit from complainants where relevant
• Alert the immediate line manager of any complaints where the practitioner is posing danger to members of the public Collation of data for reporting purposes
• Prepare and submit monthly, quarterly and annual reports on all kinds of complaints received
• Perform ad-hoc duties as maybe required by the Head of Division: Complaints Handling and Investigations.