Client Affairs, Research & Resolution Officer; GMG​/SEG Band 8

Client Affairs, Research & Resolution Officer (GMG/SEG
2) (2 posts) (Band
8) (Vacant)

Published:
January 13, 2025

(Salary: $4, per annum)

JOB PURPOSE

Reporting to the Director Client Affairs, Research & Resolution, the Client Affairs, Research & Resolution Officer is responsible for furthering the investigation of escalated complaints and facilitating resolution. The Officer leads the analysis of complaints and investigation data on breaches of professional standards within the Jamaican Public Health System. The incumbent identifies patterns, utilizes systematic reporting to address clinical and non‑clinical complaints, and ensures compliance with healthcare regulations.

The Officer plays a key role in improving healthcare quality through the thorough review and analysis of health policies, legislative frameworks, and standards. By providing detailed insights and strategic recommendations, the incumbent drives the ongoing enhancement of health and wellness policies, programmes, and practices.

• Investigation and resolution of escalated nonclinical complaints completed.
• Comprehensive documentation and analysis of investigation findings documented.
• Client Affairs Resolution (CAR) procedures and tools disseminated.
• Client Affairs Resolution Compliance Audit Reports of BPO, RHA and Departments and attendant improvement plans documented.
• Improvement and intervention programmes implemented.
• Relationships with internal and external stakeholders developed and maintained.
• Policy advice and technical information provided.
• Client satisfaction with case management determined and reported.
• Client feedback and case outcomes reviewed, analysed and reported.
• Quarterly, annual periodic statistical of client feedback and case resolution data reports prepared.
• Continuous service improvement data and insights documented.
• Monthly Performance Reports submitted.

Key responsibility areas INCLUDES:

• Management / Administrative Responsibilities
• Formulate reports for Director, Client Affairs, Research & Resolution, highlighting patterns, recommending changes, and informing policy development.
• Maintains communication with professional councils, associations, and legal services to support investigations, case reviews and resolution of all complaints escalated to the Unit for further management.
• Liaises with legal, policy and people‑centred specialists to address and resolve health related people‑centred challenges.
• Maintains comprehensive case files with relevant documentation to support evidence of cases management and resolution.
• Maintains contact with partners and stakeholders to support the collaborative approach to addressing public policy breaches and gaps in healthcare service standards.
• Maintain contact with stakeholders to ensure that assistance and advice are attended to, as agreed, and in a timely manner and timely reports any potential risks or issues.
• Prepares timely reports for stakeholders, including weekly and monthly updates for the Director.
• Oversees processing and submission of fines, ensuring accurate financial records and reporting.
• Conducts frequent analysis of clinical complaint data; with special emphasis on serious clinical complaints with the view of identifying trends, areas of clinical care warranting special attention and focus – audits, policy review or protocols to govern them.
• Collaborates with internal teams to ensure a seamless client service experience.
• Maintains records and documentation related to technical activities.
• Contributes to the development of Operational / Work Plans for Enabling Environment in Health and Client Affairs.
• Contributes to the preparation of budget.
• Technical Responsibilities
• Receives, authenticates, records client feedback and notification of case updates from the relevant authorities within the RHA, Department and MOHW regarding service delivery in the database.
• Acknowledges receipt of client feedback or notification of case management received by the Unit.
• Examines the nature of client feedback, including complaints, concerns, suggestions and request for general assistance received by the Unit for appropriate classification.
• Assesses all types of client feedback received in order to determine the basis for referral the referral pathway and refers the case appropriately to initiate the necessary investigations and case resolution.
• Liaises with local complaint leads or customer care leads in the Departments, MOHW, RHAs to provide support and facilitate local resolution as appropriate.
• Conduct technical investigations of the potential breaches in the delivery of health services within RHA, Department and MOHW for cases escalated or those otherwise assigned.
• Leverages specialized knowledge in relevant fields (e.g., clinical care, medication management, drug pharmacokinetics, meal planning, etc.) to interpret and analyze evidence, identifying patterns and systemic failures in healthcare service delivery.
• Adapts investigation approaches based on new evidence and evolving scenarios.
• Implements creative…