Customer Services Facilitator

Overview

Christchurch– Christchurch Health Campus - Medical Surgical Division

Permanent Part-time position - 24 hours per week ideally worked across four days (there will potentially be more hours available in the future)

Health New Zealand | Te Whatu Ora

is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

About the role

We are seeking a motivated and professional Customer Services Facilitator to join the Medical Surgical Division at Christchurch Hospital.

In this role, you will work closely with the Customer Services Manager to ensure effective management of complaints, in line with the Health NZ Canterbury Complaints Policy, the Health and Disability Services Consumers' Rights Code, and associated legislation.

This is a unique opportunity to make a meaningful impact by supporting patients, whanau, and staff to resolve concerns and complaints in a constructive and timely way.

You will also contribute to understanding the consumer experience and identifying opportunities for service improvement.

Responsibilities

Receiving, reviewing, and supporting timely responses to complaints in a professional, consumer-focused manner.

Assisting with investigations and drafting responses, particularly for clinical complaints.

Maintaining accurate and comprehensive records of complaint activities in Safety 1st.

Monitoring complaint progress, identifying risks, and escalating where required.

Building and maintaining positive relationships with internal stakeholders, advocacy services, and external agencies.

Contributing to the analysis of complaint data to identify trends and quality improvement opportunities.

About you

A health professional background (a current practising certificate is not required).

Knowledge of the New Zealand health environment and health-related legislation.

Experience working with the public in a service-focused role.

Strong interpersonal and communication skills, with the ability to engage effectively with diverse groups.

Sound computer literacy and report writing skills.

The ability to work both independently and as part of a collaborative team.

Knowledge of the Privacy Act 2020.

Experience in the acute / tertiary health sector.

Familiarity with Health NZ Canterbury electronic health systems.

Understanding of quality improvement and implementation processes.

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand.

We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community.

We welcome applications from our diverse Maori, Pacific, disabled, and rainbow communities.

How to Apply

To apply please click "apply now."

All applications must be submitted through our online careers portal.

If you have any questions about the role, please contact Kerri McCarthy at

We will review applications as received and may proceed with the recruitment process before the closing date of this advert.

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