Help keep virtual health services safe by managing clinical incidents, serious adverse event reviews and consumer feedback.
Manage clinical incidents and feedback for a national virtual health service
12-month fixed-term, full-time role with potential to extend
Hybrid (2 days office), easy commute - Haymarket, near Central Station
About us
At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.
We are a government-owned, not-for-profit organisation. Our services are fast and easy to access through helplines, video calls, apps and websites, and support Australians at every stage of life, wherever they live and at any time of day or night.
About the opportunity
We are seeking a Clinical Incident and Feedback Coordinator to support the delivery of safe, high-quality virtual health services within our Quality, Safety and Experience team. This is a 12-month fixed-term, full-time role, with potential to extend beyond the initial term subject to business requirements.
You will manage clinical incidents from start to finish, coordinate the Serious Adverse Event Review (SAER) process, and work in partnership with the Customer Feedback Co-ordinator to manage complaints and feedback. Reporting to the Director, National Quality and Safety, you will work with clinical, operational, privacy and legal teams and external service providers to make sure cases are handled in a timely, fair and consumer-centred way, and that learnings strengthen clinical quality, safety and consumer outcomes.
Key Responsibilities
Coordinate the end-to-end management of clinical incidents, including triage, severity rating, escalation, investigation support and documentation within expected timeframes
Review incoming incidents daily, prioritise by severity and urgency, and escalate high-risk matters promptly
Liaise with stakeholders to gather information, call recordings and investigation findings, and track responses through to closure
Support open disclosure and communication with consumers, families and carers where required
Coordinate the SAER process, including review huddles and panel meetings, briefing packs, chronologies and minutes, and support root cause analysis
Draft SAER reports and recommendations, and track recommendations and action owners through to completion
Manage complaints, feedback and compliments from receipt to resolution, leading complex, sensitive or clinically related matters
Prepare clear, empathetic and trauma-informed written responses to consumers in plain language
Identify recurring themes and opportunities for improvement, and record case outcomes, actions and learnings accurately in RLDatix
Support RLDatix users with day-to-day queries and access, and escalate system issues to the technical team
About You
You are an organised, detail-focused professional who brings care and sound judgement to sensitive matters. You are confident working with clinicians and other stakeholders, you write clearly and with empathy, and you advocate for consumers. You follow established processes consistently and manage competing priorities and deadlines with ease.
What you’ll bring to the role
Demonstrated experience in clinical incident management, complaints handling or patient safety within a health or human services environment
Experience supporting serious incident reviews (such as SAER, RCA or London Protocol), including coordinating meetings, documenting findings and tracking recommendations
Sound understanding of clinical governance, open disclosure and quality improvement principles
Experience managing sensitive and complex complaints, with the ability to write clear, empathetic, plain-language responses
Experience using incident or complaint management systems (for example, RLDatix) to record and manage cases accurately
Strong organisational skills and the ability to manage competing priorities and deadlines
Strong attention to detail and a demonstrated…