Liaison Officer | Lane Cove, NSW
Reference: XXXN-JO-1808-13401 Newly created permanent career opportunity based in Lane Cove Escalation point for patient enquiries and complaints Assist to create, maintain & implement best practice in clinical governance, safety and care for our people and customers Bupa Dental Corporation is the leading, fastest growing dental services organisation in Australia and New Zealand. With a unique culture built on strong core values, we take great pride in producing quality work and recognising our employee strengths. We work alongside dental practices to unlock their potential allowing them to see rapid improvements in operational and business performances.
As we continue to develop our Bupa brands across Australia and New Zealand and focus on delivering enhanced services to our practices, we currently have a new exciting employment opportunity availble to join our Risk, Quality & Governance team based in Lane Cove. The occupant of this role will ultimately be responsible with supporting the Head Dentist and Quality Manager to create, maintain and implement best practice in clinical governance, safety and care for our people and customers. This will include creating, disseminating and training best practice across our network and will include acting as an escalation point for patient enquiries and complaints, investigating and managing the patient journey and complaints process to deliver a customer centric and empathetic approach.
About the role: Develop, communicate and maintain a patient management process that delivers a customer centric workflow to deliver empathetic and quality patient outcomes Produce, educate and maintain documentation and training materials to support practices to continuously improve patient complaints management capabilities and processes to deliver empathetic and quality patient outcomes Patient complaint escalation and project manage / triage patient complaints to deliver timely and quality patient outcomes Perform investigations into incidents and complaints to establish the facts in support of escalation and decision making and to also identify root cause analysis in order to perform risk assessments as input into a continuous improvement initiatives Build and maintain strong relationships with all key stakeholders, with a focus on supporting the safe operation of the Bupa Dental Corporation clinical and business models Ensure all incidents, clinical and safety complaints are appropriately are reported and managed Provide clerical and administrative support to the Quality Manager and Lead Dentist About you: Demonstrated experience in the oral health industry with exposure to clinical considerations in the management of patient care Significant exposure in an operational and patient / customer facing role where you dealt with managing patient complaints Skill in creating standard operating procedures in a clear, non-ambiguous and simplified manner partnered with the ability to design and deliver training programs Capab....