Project Manager – Clinical Complaints & Incidents

Bupa Australia; Melbourne; On-site; AUD 90,000 - 150,000; Full time

Job summary

Bupa Australia is seeking an experienced Project Manager - Clinical Complaints & Incidents for a 6-month fixed-term contract starting January 2027, based in Brisbane, Sydney or Melbourne.

You will report to the Senior Medical Adviser and collaborate with clinical governance, operations, technology and consortium stakeholders to translate business requirements into practical, sustainable solutions for safe, high-quality healthcare delivery.

Qualifications

• Tertiary qualifications in business administration, project management, change management, health management, technology, operations or a related discipline.
• Change management and Agile delivery certifications are desirable, with ongoing professional development in project delivery, stakeholder engagement, governance and risk management.
• Extensive project management experience in large-scale, complex, regulated or government service environments, ideally within Defence, health services, clinical operations or consortium settings.
• Demonstrated success managing complex projects with multiple workstreams, competing priorities, senior stakeholders and interdependencies.
• Strong capability in integrated planning, scheduling, scope, budget, resources, risk management, governance, quality assurance and delivery oversight.
• Proven ability to translate business, clinical and operational requirements into practical plans, processes and sustainable solutions.
• Strong change management skills, including impact assessment, stakeholder engagement, communications, training and adoption planning.
• Exceptional communication, stakeholder engagement and influencing skills, with strong judgement, problem-solving and commercial awareness, and the ability to turn ambiguity into clear, actionable plans.

Responsibilities

• Lead the delivery and ongoing development of the Clinical Complaints and Incidents workstream, ensuring effective operational outcomes.
• Develop and maintain complaints and incidents frameworks, workflows, procedures and governance arrangements to support safe, high-quality healthcare delivery.
• Manage project plans, milestones, dependencies, risks, deliverables and priorities to ensure effective project delivery.
• Translate clinical and operational requirements into practical processes, systems, reporting mechanisms and sustainable solutions.
• Collaborate with clinical governance, operations, technology, quality, risk, workforce and consortium stakeholders to achieve aligned outcomes.
• Oversee digital systems supporting complaints and incident management, including investigations, reporting, audit requirements, testing and validation.
• Establish effective reporting and assurance mechanisms, providing regular updates to program leadership and governance forums on progress, risks and decisions.
• Drive stakeholder engagement, risk and change management, training and continuous improvement to strengthen process effectiveness, accountability and quality of care.

Skills

Project management

Stakeholder engagement

Agile delivery

Risk management

Governance

Planning & scheduling

Communication

Budget management

Cross-functional collaboration

Education

Tertiary qualification in business administration or related field

Tools

MS Project

Jira

Excel

Visio

Job description

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we.

We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

The Role

As we navigate a major organisational transition, we’re strengthening our team to support our future direction. This role offers an opportunity to play an important part in shaping the next phase of our business.

In this 6-month Fixed Term Contract role commencing January 2027, based in Brisbane, Sydney or Melbourne. The Project Manager - Clinical Complaints & Incidents will report to the Senior Medical Adviser and will work collaboratively with clinical governance, operational, technology and consortium stakeholders to translate business requirements into practical, sustainable solutions. They will ensure processes, systems, reporting, governance and people are aligned to support safe, effective and high-quality healthcare delivery.

We are looking for an experienced Project manager with a healthcare background for this role.

Responsibilities include:

• Lead the delivery and ongoing development of the Clinical Complaints and Incidents workstream, ensuring effective operational outcomes.


• Develop and maintain complaints and incidents frameworks, workflows, procedures and governance arrangements to support safe, high-quality healthcare delivery.


• Manage project plans, milestones, dependencies, risks, deliverables and priorities to ensure effective project delivery.


• Translate clinical and operational requirements into practical processes, systems, reporting mechanisms and sustainable solutions.


• Collaborate with clinical governance, operations, technology, quality, risk, workforce and consortium stakeholders to achieve aligned outcomes.


• Oversee digital systems supporting complaints and incident management, including investigations, reporting, audit requirements, testing and validation.


• Establish effective reporting and assurance mechanisms, providing regular updates to program leadership and governance forums on progress, risks, issues and decisions.


• Drive stakeholder engagement, risk and change management, training and continuous improvement to strengthen process effectiveness, accountability and quality of care.

What you’ll need to make it possible

• Tertiary qualifications in business administration, project management, change management, health management, technology, operations or a related discipline.


• Change management and Agile delivery certifications are desirable, with ongoing professional development in project delivery, stakeholder engagement, governance and risk management.


• Extensive project management experience in large-scale, complex, regulated or government service environments, ideally within Defence, health services, clinical operations or consortium settings.


• Demonstrated success managing complex projects with multiple workstreams, competing priorities, senior stakeholders and interdependencies.


• Strong capability in integrated planning, scheduling, scope, budget, resources, risk management, governance, quality assurance and delivery oversight.


• Proven ability to translate business, clinical and operational requirements into practical plans, processes and sustainable solutions.


• Strong change management skills, including impact assessment, stakeholder engagement, communications, training and adoption planning.


• Exceptional communication, stakeholder engagement and influencing skills, with strong judgement, problem-solving and commercial awareness, and the ability to turn ambiguity into clear, actionable plans.

Please note: Applicants must be Australian citizens and eligible to obtain and maintain a Baseline Security Clearance.

Why you’ll love it?

We support our people to be the healthiest and happiest versions of themselves.

Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment.

We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation.

If you need any reasonable adjustments during the recruitment process,