Assistant Director – Complaints Centre & Assessment

About the role

The Assistant Director will support the complaints screening framework and strategy, coordinate the review and resolution of complaints, and manage the assessment of referred complaints within the Office of Health Standards Compliance. The role involves collaboration with internal units and external stakeholders to ensure timely and effective handling of healthcare complaints.

Key responsibilities

• Support the complaints screening framework and strategy.
• Coordinate and administer the review of complaint registration, resolutions and transfers.
• Manage the screening and management of complaints to ensure timely resolution.
• Coordinate and administer the assessment of referred complaints.
• Collaborate with other Office of the Health Ombud (OHO) & OHSC units and external stakeholders in the management of complaints.

Required profile

• Matric/Grade 12 qualification.
• A three‑year bachelor’s degree or diploma/National Diploma in Health Sciences.
• Current registration with the relevant professional body or council.
• Minimum three years experience in direct patient care.
• Knowledge of customer service, healthcare statutes and health norms & standards.
• Good written and verbal communication skills.
• Planning, organisational and report‑writing abilities.
• A valid driver’s licence.