Intake Coordinator: Triage and Assessment

• Join a skilled and passionate team
• Excellent writing and communication skills required
• Permanent full-time position
• Auckland CBD location (Britomart)

Ko wai tātou | Who we are
The purpose of the Health and Disability Commissioner (HDC) is to promote and protect health and disability services consumers' rights and to facilitate the fair and efficient resolution of complaints relating to infringement of those rights.

As New Zealand's health watchdog, the Commissioner is involved in a wide spectrum of health concerns to ensure accountability in the healthcare system and promote high standards of care.

The Intake Coordinator is a new and vital role within the Complaints Assessment Team (CAT) Leadership team. This position is responsible for organising and facilitating the effective operation of the intake function, which serves as the initial contact point for consumers, regulators, and complainants engaging with the Health and Disability Commissioner's (HDC) complaints resolution process.

The Intake Coordinator will work across teams to foster collaboration and guide outcomes. They will ensure the intake function is welcoming and accessible, enabling rapid responses. This role involves reporting on incoming complaints and managing urgent escalations, while also providing comprehensive administrative support.

The Intake Coordinator will report to the Manager: Early Resolution & Assessment and receive oversight and support from the Principal Advisor: Complaints Resolution and the Team Leader: Early Resolution.

He aha tāu e mahi ana | What you'll be doing

• Acting as the first port of call for consumers, regulatory authorities, and healthcare providers engaging with HDC
• Coordinating and contributing to small intake team to manage daily complaints and enquiries received via phone, email, and post, with a view to collating, summarising, and recommending complaint resolution pathways
• Engaging across the organisation to support the triage function, including liaising with Senior Leaders, the Principal Advisor, and Clinical Leaders
• Assessing, responding to, and tracking enquiries
• Organising, scheduling, and attending triage meetings, updating triage outcomes, and ensuring that urgent post-triage actions are completed
• Assisting triage attendees to gather information and assist in preparing daily triage summary sheets
• Maintaining the complaints database
• Other duties as required by the Manager: Early Resolution & Assessment, Principal Advisor: Complaint Resolution, and Team Leader: Early Resolution

• An administration superstar, with excellent verbal and written communication skills and the ability to have meaningful engagement.
• Ability to engage with complainants/consumers on the phone and in writing, in a thoughtful, empathetic yet neutral manner
• Ability to work autonomously and independently
• Excellent organisational skills — ability to manage time, set priorities, and meet deadlines in a complex environment
• A methodical approach, with strong attention to detail and accuracy
• Demonstrated ability to use IT systems, including database systems and Microsoft suite
• A calm and professional approach, with the ability to work well under pressure and manage difficult subject matter
• Enthusiasm for working as part of a team and being empathic and supportive of colleagues.
• An interest in the health and disability sector in New Zealand
• An understanding of the principles of Te Tiriti o Waitangi and the aims and aspirations of Māori

Previous experience in handling medical or other technical documentation would be beneficial.

Awhe utu - Salary range

As part of our remuneration framework the base salary range for the position is from $61,600 to $77,000. Note: KiwiSaver / employer contribution is in additional to your base salary.

We offer a range of benefits including: 

• Four weeks annual leave and 15 days sick leave
• EAP service
• Flexible working opportunities, including working from home  
• Discounts on health insurance
• Learning and professional development opportunities

If you're keen to see the direct impact your contribution can have for the health and disability sector, this is your opportunity to see the positive outcomes first hand.

To download the Intake Coordinator position description, please click here.

Me pēhea te tono - How to apply

All applicants must complete the online HDC application form to be considered. Applications can be submitted via https://www.hdc.org.nz/careers/. Your CV and Cover Letter can be attached within the application.

E-mail enquiries to recruitment@hdc.org.nz

Applications for this role close on 6 April 2024.