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Offer: Quality Lead – Feedback and Incidents:HainesAttractJob description:Job Description» Competitive income» Reporting to the Head of Quality » Dynamic work environment and supportive team culture About the function – Atu mo te mahi As the Quality Lead, you will be responsible in offering prompt and appropriate responses to feedback and incidents that aligns with the organisation’s values and ensuring that opportunities for on-going service improvement are identified and communicated to the Service Delivery Management team. You will work effectively to ensure feedback from our service users, stakeholders and urgent requests for information is processed in a timely manner as well as being recorded. This is a permanent and full-time function located in the heart of Freemans Bay, Auckland working Monday – Friday. Key tasks and accountabilities: » Develop a high-performing team that is focused on supporting Managers and Employees to improve service delivery » Develop and maintain good working relationships with internal and external service providers, stakeholders, managers and staff » Analyse performance metrics related to service quality, service user and customer feedback » Engage identifications and resolutions of process and systems problems About you – Pehea koe: » practice in managing a small team of employees » Developing staff expertise and knowledge of quality systems and continuous improvement processes » Clinical practice preferred » Analytical capability to identify and remedy problems and obstacles that arise » Enthusiasm for teamwork and collaboration with various functions within the organisation » Resilience and perseverance » Excellent communication and assessment expertise » practice with ISO accreditation preferred » Ideally, practice in Telehealth or contact centre services About us – Ko wai hoki Whakarongorau Aotearoa are privileged to provide the people of Aotearoa with professional, quality advice, support and information across a range of health and mental health services (including Healthline, the COVID-19 Healthline, Quitline and 1737). We do this 24 hours a day, seven days a week across seven digital channels – a free digital virtual support network. We manage inbound and outbound call centres in Auckland, Wellington and Christchurch as well as remote teams working from their homes across the country. It’s a fresh, connected approach to healthcare that helps millions of people across the country. Whakarongorau Aotearoa’s head-office is in Auckland. Our culture Our culture is one of inclusion, and our staff are passionate people, each driven to contribute to better health results for the people of Aotearoa – especially our most vulnerable communities. They are from diverse cultural backgrounds, and our organisation is focused on hiring kaimahi who live and work in the communities they serve – an capability to connect with staff from a wide array of backgrounds is essential. Whakarongorau Aotearoa staff work collaboratively, improving the health of our communities with a focus on quality, personal leadership abilities and accountcapability in their work with external stakeholders, their partners, communities and with each other. Our values – ? T?tou Uara Our ambition is to virtually support people of Aotearoa New Zealand to stay well and connect them seamlessly with care when they need it. Our values underpin all we do, and how we do it: » Do the right thing – Mahia te mea tika » Motivated by quality – Hihiri e te kounga » Passion for better – Ng?kau nui ki te pai ake » Shoulder to shoulder – Pokohiwi ki Pokohiwi How to submit the application:Apply via the link:https://careers.homecaremedical.co.nz/jobs/1646605-quality-lead-feedba ck-and-incidents/applications/new?source=seekSkills:
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