National Clinical Safety & Feedback Lead (Hybrid)

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

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.