Triage Manager (Senior Executive Officer Grade)
The Medical Council is seeking to recruit a Manager for the Triage Team within the Complaints & Investigations Directorate.
One of the key functions of the Medical Council is to investigate issues, concerns and complaints against registered medical practitioners.
The successful candidate will play a key role in supporting the Complaints and Investigations Team dealing with the intake of issues, concerns and complaints about the practice and conduct of doctors registered to practice in Ireland. They will contribute to the development of an effective, proportionate and consistent triage process, ensuring that all issues, concerns and complaints are risk assessed appropriately at the earliest stage and that the regulatory response reflects the principles of Right Touch Regulation.
The role would suit an healthcare professional with previous experience working within a complaints, investigations, clinical governance or regulatory environment, preferably within the healthcare sector.
The Council would welcome applicants with a clinical background such Health and Social Care Professionals (HSCPs) and Nurses / midwives, with experience in the assessment, treatment and/or management of patients within a healthcare setting.
This is an exciting opportunity for a healthcare professional to bring their clinical expertise and understanding of patient care into a regulatory environment. The successful candidate will have the opportunity to use their professional knowledge and experience to identify and address issues at an early stage, improve the quality and consistency of the risk assessment and triaging of complaints, and contribute to reducing unnecessary or disproportionate complaints. In doing so, they will help ensure that the regulator's resources are focused on matters where regulatory action can have the greatest impact on patient safety, public confidence and professional standards.
The successful candidate will be expected to develop and maintain strong, constructive working relationships across the organisation. This will include working collaboratively with colleagues within Complaints and Investigations and across other regulatory functions, as well as engaging professionally and sensitively with complainants, registered doctors and other healthcare professionals. Where required, the role will also involve liaison with external stakeholders and organisations.
Key Responsibilities:
-
Triage Service:
-
Develop and deliver an informative, respectful, and empathetic triage service for individuals seeking information about the Medical Council's complaints process. This includes complainants, those subject to complaints, and other stakeholders.
-
Apply risk assessment methodology to the triage process to inform the appropriate response / pathways which are consistent and proportionate for dealing with issues, concerns and complaints,
-
Ensure that the triage service operates independently but works collaboratively with the formal complaints process and members of the public are advised on the best course of action for their inquiries and complaints.
-
Preliminary Service
-
Liaise with the CEOs Office on complaint management and provide guidance on actions that are required.
-
Assign cases to Authorised Officers.
-
Evaluate and compile any information concerning a practitioner that may warrant a complaint passing to the Preliminary Proceedings Committee (PPC), and present these matters to the CEO for consideration.
-
Manage these matters efficiently and effectively.
-
Manage and assess any self-declarations made by doctors during the annual retention process that may have implications for their fitness to practise.
-
Present these matters to the CEO for consideration.
-
Referral and Escalation Pathways:
-
Develop and implement clear internal and external referral and escalation pathways which are consistent and proportionate based on rigorous risk assessment methodology to ensure complainants are informed of the best course of action for their complaint. This may involve guiding complainants to local complaints processes, mediation services, or other alternative pathways.
-
Ensure that complainants with low-risk complaints are encouraged to first approach local avenues, with the necessary advice and guidance provided to ensure they understand their options.
-
Data Accuracy and Reporting:
-
Ensure that accurate data is recorded for all issues, concerns and complaints and their associated referral pathways. This includes ensuring that the Medical Council's annual data accurately reflects cases of issue and concern that are dealt with by way of alternative referral routes, rather than proceeding through the formal complaint's process.
-
Develop and implement systems to track and monitor referral outcomes, ensuring proper documentation and data collection.
-
Administrative/Executive Officer Management and Support:
-
Manage and provide ongoing support to administrative and executive officers responsible for handling calls and inquiries. Ensure that they are equipped with the tools, knowledge, and support to offer high-quality service to complainants and other stakeholders.
-
Oversee the quality of interactions and ensure consistent delivery of empathetic and informative communication across all stages of the complaints process.
-
Process Improvement:
-
Continuously review and improve the triage and issues, concerns and complaints process, collaborating with key stakeholders both within and outside the Medical Council to identify and address any issues arising from the complaints experience.
-
Provide formal, structured feedback to the Complaints team, recommending changes or improvements to their processes based on feedback from complainants, doctors, and other involved parties.
-
Stakeholder Engagement and Relationship Building:
-
Build and maintain strong relationships with patient advocacy groups, hospital networks, the Department of Health, and the HSE to enhance the Council's understanding of issues, concerns and complaints and foster collaborative working relationships.
-
Establish networks with other regulators to ensure that the Council's policies, processes, and procedures align with best practice.
-
Communication and Public Education:
-
Collaborate with the others in the Professional Standards Directorate, Communications, Stakeholder Engagement, Research, Policy, and Information Governance teams, to improve understanding of the process for dealing with issues, concerns and complaints through clear and accessible communication, such as plain English guides, leaflets, and enhanced website content.
-
Ensure that relevant materials are developed to support complainants, doctors, and other stakeholders who are involved in or considering making a complaint, or who are subject to a complaint.
-
Responsive and Timely Communication:
-
Ensure timely and clear responses to issues and queries raised by complainants and other stakeholders, ensuring that all parties receive accurate and supportive information regarding the complaints process.
-
Take a leading role in the management of risk within the Medical Council - identifying, assessing, monitoring, and addressing risks.
Essential Criteria:
-
Clinical background such Health and Social Care Professionals (HSCPs) or Nurses / midwives, with experience in the assessment, treatment and/or management of patients within a healthcare setting.
-
Previous experience in managing (including investigating) complaints in a health or social care setting or a regulatory environment, , or relevant clinical experience in the assessment, treatment and/or management of patients.
- Demonstrable ability to apply sound professional judgement to the assessment and triage of complaints, work collaboratively with a range of internal and external stakeholders, and support proportionate, risk-based decision-making in line with the principles of Right Touch Regulation.
-
Knowledge of the Medical Practitioners Act 2007 and Regulated Professions Bill 2020.
-
Minimum 2 years people management experience.
-
Proven experience to excel in a fast-paced high-volume environment meeting tight deadlines
-
Exceptional verbal and written communication skills to enhance processes and procedures across the Regulatory Directorate.
-
Ability to adapt and manage change, particularly where new legislation and/or procedures and processes are introduced.
-
Experience collaborating IT Teams and stakeholders to drive system improvements and automation.
-
Keen attention to detail with a focus on accurate data input, record keeping and reporting.
-
Experience in handling call queries, customer interactions & escalations (preferred)
-
Strong communication skills with the ability to convey complex information and effectively to diverse audiences.
Desirable Criteria:
-
A clinical background would be a distinct advantage
-
Previous experience working in regulatory environment
-
A good knowledge and understanding of the Medical Practitioners Act 2007 as amended, particularly as it relates to the role and functions of the Medical Council
-
People management experience would be extremely beneficial
Essential Characteristics:
-
Resilient and Adaptable
-
Detail Orientated
-
Strong Communicator
-
Customer Focused
-
Problem Solver
-
Leadership
-
Technology Savvy
-
Proactive & Initiative Driven
-
Empathetic & Professional
-
Agile Mindset
Details of this Appointment:
Position Type: This appointment will be offered on a full-time permanent basis. A 6-Month probationary period applies to this appointment.
Salary: Starting salary will be at €60,029 which is the first point of the Senior Executive Officer PayScale.
If you are currently a serving civil or public servant, your entry point to the PayScale may be higher based on your current salary.
There will be salary increment each year in line with the Senior Executive Officer Grade PayScale and subject to satisfactory performance, until the maximum point on the scale has been reached. The rate of remuneration will not be subject to negotiation and may be adjusted from time to time in line with Government pay policy.
PayScale
Senior Executive Officer
€60,029 €61,785 €63,537 €65,286 €67,044 €68,792 €70,547
€73,0771 (LS1 After 3 years satisfactory service at the maximum)
€76,5462 (LS2 After 6 years satisfactory service at the maximum)
Annual Leave: 29 working days plus public holidays
Hours: 35 hours per week, Mon-Fri.
Location: Kingram House, Kingram Place, Dublin 2. We operate a hybrid working model with both remote working and requirement for on-site attendance two days per week.
Pension: The Medical Council offers a pension through the Public Sector Scheme. Contributions to the scheme will commence on joining the organisation. Candidates currently working in the Public or Civil Service may transfer their pension.
Rewards/ Benefits:
Dedicated Wellbeing Group and Wellbeing Initiatives, Employee Assistance Programme, Digital Wellbeing App, Training and Development, Public Service Sick Leave Scheme, TaxSaver Travel Tickets, Bike to Work Scheme, Subsidised Flu Jabs, Paid Exam Leave & Study Leave, Income Continuance Scheme, Civil Service Credit Union,
