Clinical Incident and Feedback Co-ordinator

Healthdirect Australia; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

14 weeks company Paid Parental Leave

Wellbeing program

Individual learner journeys

Job summary

Healthdirect Australia is seeking a Clinical Incident and Feedback Co-ordinator to govern incident management, SAER reviews and consumer feedback for our national virtual health service.

This 12-month fixed-term, full-time role sits in the Quality, Safety and Experience team, reporting to the Director, and collaborates with clinical, operational, privacy and legal teams to ensure timely, fair, consumer-centered handling.

Qualifications

• Experience in clinical incident management or patient safety in health/human services.
• Experience coordinating serious incident reviews (SAER, RCA, London Protocol).
• Knowledge of clinical governance, open disclosure and quality improvement principles.
• Experience handling sensitive complaints with clear, empathetic, plain-language responses.
• Experience using incident or complaint systems (e.g., RLDatix) to record and manage cases.
• Strong organisational skills and ability to manage competing priorities and deadlines.
• A relevant tertiary qualification in health, nursing, allied health, public health, quality or related discipline.
• Working with Children Check and commitment to child-safe policies.

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 elevate system issues to the technical team.

Skills

Clinical incident management

Complaints handling

Patient safety

Open disclosure

RLDatix

Stakeholder communication

Documentation

Education

Tertiary qualification in health/related discipline

Tools

RLDatix

Job description

Clinical Incident and Feedback Co-ordinator

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 escal 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 elevate 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 ability to follow established processes and procedures consistently
• A relevant tertiary qualification in health, nursing, allied health, public health, quality or a related discipline, or equivalent experience
• A valid clearance to work with children (Working with Children Check)
• Willingness to comply with child safe policies and the code of conduct, and to complete child safe training

Your work will contribute to nationally significant virtual health services that support Australians to access trusted health advice and care. You will help shape quality, safety and experience outcomes in a committed, consumer-centred organisation.

We are committed to creating a culture where you can bring your whole self to work. Our benefits include:

• Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
• 14 weeks company Paid Parental Leave for both parents;
• Multi-dimensional wellbeing program that is run by our people for our people;
• Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect and our vision for a healthier Australia, visit about.healthdirect.gov.au.

Healthdirect Australia is a child safe organisation dedicated to the protection of children. The successful candidate must hold a valid clearance to work with children (Working with Children Check).

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.