Clinical Incident and Consumer Engagement Officer

Clinical Incident and Consumer Engagement Officer

Healthcare Australia (HCA) is a major provider of healthcare services across Australia, including allied health, primary care, recruitment, NDIS, care services, and training.   

In December 2024, we began providing health, mental health, and wellbeing services across the onshore Immigration Detention network. Our team of nurses, general practitioners, and allied health professionals offer a range of healthcare services, including health assessments, chronic disease management, health promotion, wound management, immunizations, and other primary health interventions.  HCA also launched a 24/7 Virtual Care Centre (VCC), offering remote healthcare through telehealth and video consultations to enhance onsite care for detainees.

Play a key role in strengthening consumer engagement and clinical governance. This position is responsible for coordinating consumer feedback, complaints, compliments and lived experience activities, while supporting clinical incident investigations and quality improvement initiatives across the Immigration Detention Network.

Working closely with clinical leaders, operational teams and external stakeholders, you will help ensure incidents and consumer concerns are managed consistently, transparently and within required timeframes. You will identify opportunities for service improvement, support corrective and preventative actions, contribute to risk management and reporting, and drive organisational learning to improve patient safety and service quality.

This is an excellent opportunity for a quality and governance professional who is passionate about consumer-centred care, continuous improvement and strengthening clinical outcomes.

Let's talk about you! 

You are a registered health practitioner with current AHPRA registration and a relevant tertiary qualification. You bring a minimum of five years' post-registration clinical experience, including experience in clinical governance, quality, risk management, patient safety or clinical incident management.

You have demonstrated experience managing complex clinical incident investigations, consumer complaints and feedback, supported by training or proven capability in complaint management, conflict resolution, mediation, open disclosure and consumer engagement. Formal training in Root Cause Analysis (RCA) and/or recognised clinical incident investigation methodologies will be highly regarded.

You possess strong analytical skills, with the ability to apply systems-thinking and human factors principles to identify underlying causes, analyse incident and quality data, and drive continuous improvement initiatives. You are also experienced in preparing governance reports and providing insights and recommendations to senior leaders.

Bring your passion to HCA and be rewarded with: 

• Hybrid Work: Enjoy flexible hybrid working conditions that empower work-life balance 
• A chance to work within a well-respected Australian organisation with over 1000 employees, including doctors, nurses, and allied health professionals
• Salary Packaging available with Smart group  
• Birthday leave – this is your paid, special day off to celebrate, relax and make the most of your birthday!

If you have any questions, please contact Ana Colina on ana.colina@primaryhsa.com.au 

At HCA, we value diversity and are committed to providing a safe, respectful, and inclusive working environment. Veterans are encouraged to apply, and we warmly welcome applications from Aboriginal and Torres Strait Islander peoples.

Additional Information

All your information will be kept confidential according to EEO guidelines.