Clinical Incident and Consumer Engagement Officer

About the role

Join Healthcare Australia to lead consumer engagement and clinical governance across the Immigration Detention Network. You will coordinate feedback, complaints and incident investigations, ensuring transparent and timely management.

Key responsibilities

• Coordinate consumer feedback, complaints, compliments and lived‑experience activities.
• Support clinical incident investigations and quality‑improvement initiatives.
• Work with clinical leaders, operational teams and external stakeholders to manage incidents and consumer concerns within required timeframes.
• Identify service‑improvement opportunities, support corrective and preventative actions, and contribute to risk management and reporting.
• Drive organisational learning to enhance patient safety and service quality.

Required profile

• Registered health practitioner with current AHPRA registration and relevant tertiary qualification.
• Minimum five years post‑registration clinical experience, including clinical governance, quality, risk management or patient safety.
• Proven experience managing complex clinical incident investigations and consumer complaints, with training in complaint management, conflict resolution or open disclosure.
• Formal training in Root Cause Analysis (RCA) or recognised clinical incident investigation methodologies is highly regarded.

What we offer

• Hybrid working conditions for work‑life balance.
• Salary packaging available with Smart Group.
• Birthday leave – a paid day off to celebrate your birthday.