Complaints Officer

As a complaints officer, you are an important link in the handling of complaints from patients and their loved ones. You understand that a complaint has an impact not only on the patient, but also on the healthcare provider. Therefore, you work carefully and empathically. You ensure that complaints are handled in an accessible, fast, and solution-oriented manner. Your goal is, where possible, to restore the relationship between patients, their loved ones, and the hospital.

• providing initial support and giving advice regarding complaints;

• mediating between patients, loved ones, and healthcare providers;

• monitoring the progress and administrative handling of complaints;

• carefully registering complaints in I-Task and reporting to management and the Board of Directors;

• identifying and advising on possibilities to improve the quality of care;

• contributing to the development of the complaints team and quality improvement;

• guiding patients and loved ones during incident investigations;

• contributing to an open culture of communication in which feedback is taken seriously and learning is central.

The position aligns with the Professional Profile for Complaints Officers in healthcare, in which the most important skills, ethical guidelines, and professional standards for the profession are described.

Within this position, you have the opportunity to work hybridly.

You are an honest, empathetic, and solution-oriented professional. You can maintain an independent stance and communicate easily at various levels within the organization. You are accessible and know how to connect with people from all walks of life.

You do not avoid difficult conversations. You listen attentively, ask the right questions, and know how to maintain calm and overview even in challenging situations. You create trust, look beyond the problem, and have an eye for the different perspectives of patients, loved ones, and healthcare providers.

• HBO (higher professional education) level of work and thinking;

• preferably a relevant HBO diploma and/or completed training as a complaints officer;

• knowledge of relevant laws and regulations within healthcare;

• knowledge of and experience with effective interviewing, negotiation, conflict management, and mediation;

• knowledge of and insight into psychological processes, such as the experience of illness and grief;

• experience with I-Task is a plus.

Are you still in training to become a complaints officer or would you like to follow the training? Even then, we cordially invite you to apply. However, for candidates who have not yet completed the training, a different salary scale applies.

Do you want to know if this position suits you? Or do you want more information about the content of the position?
Please feel free to contact Anne te Lindert, manager of Quality and Safety, via 06-31675834.

MST is one of the largest top-clinical hospitals in the Netherlands. We offer almost all forms of care and are an important hub in the healthcare of Twente. We work closely with regional partners, train healthcare professionals, and conduct research for the care of tomorrow.

Good care begins with passionate employees. That is why we invest in a safe, inclusive, and inspiring working environment in which you can develop and get the best out of yourself, wherever you work in the hospital.