Senior Case Management Officer

NSW Health; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Hybrid working

Flex leave

LinkedIn Learning

CPD support

Employee support services

Fitness Passport

Job summary

Health Professional Councils Authority (HPCA) in Sydney is seeking a Senior Case Management Officer to oversee pharmacy ownership activities and regulatory processes. You will implement and improve application workflows, manage case workloads and guide teams to ensure compliance with the Health Practitioner Regulation National Law (NSW).

This role drives performance, reporting and continuous improvement across operations.

Qualifications

• Experience leading teams in regulatory or case management contexts.
• Strong analytical, problem-solving and strategic thinking abilities.
• Excellent communication and relationship-building across levels.

Responsibilities

• Oversee pharmacy ownership activities and ensure regulatory processes meet legislative requirements.
• Drive the implementation and ongoing improvement of ownership application processes and systems.
• Analyze operational performance and prepare regular reports for Council and committees.
• Lead continuous improvement initiatives with Team Leaders, Program Managers and Executive Officer Pharmacy Council.
• Oversee case management activities, ownership functions and resource allocation.
• Support accountable regulatory decision-making for high-risk matters and maintain professional standards.
• Lead special projects requested by the Executive Officer or HPCA Executive Team.

Skills

Team leadership

Resource allocation

Regulatory processes

Analytical thinking

Stakeholder management

Communication

Job description

Role Title: Senior Case Management Officer REQ697733

• Employment type: Full-Time, Ongoing
• 35 hour working week, in a hybrid working environment
• Join a passionate team, committed to growth and development
• Conveniently located in Sydney CBD (On Gadigal Lands of the Eora Nation)

About this role

The Senior Case Management Officer, Pharmacy Council provides strategic oversight of Pharmacy Council ownership functions and complaint case management activities, ensuring consistent application of relevant legislation, high quality regulatory decision-making and continuous improvement of operational processes.

The role will work closely with the Executive Officer, Pharmacy Council, to support modernisation of ownership regulatory processes, improve operational performance and ensure applicants and stakeholders receive a high-quality regulatory service. The role also provides strategic oversight of broader regulatory operations within the Pharmacy Council team relating to health practitioners' conduct, performance and health, ensuring the consistent application of the Health Practitioner Regulation National Law (NSW).

A significant component of this role will involve providing operational leadership for pharmacy registration activities and supporting the successful implementation and ongoing enhancement of the new application portals and associated workflows. The successful applicant will play a key role in shaping how ownership applications are managed and delivered into the future. Applicants with demonstrated experience in regulatory licensing, pharmacy ownership, registration, application assessment, stakeholder management, regulatory operations, or business process improvement are encouraged to apply.

Clerk Grade 9/10, salary from $133,348 – $146,945 pa plus super and leave loading

For more information, read the full Role Description.

What you'll be doing

• Oversee pharmacy ownership activities and ensure regulatory processes are delivered efficiently, consistently and in accordance with legislative requirements.
• Drive the implementation and ongoing improvement of ownership application processes and supporting systems.
• Analyse operational performance and prepare regular reports for the Council and committees, identifying trends, risks, opportunities and recommendations for continuous improvement.
• Drive continuous improvement initiatives in collaboration with Team Leaders, Program Managers, Professional Officers and the Executive Officer Pharmacy Council, undertaking root cause analysis of systemic problems and implementing solutions.
• Oversee case management activities, ownership functions and resource allocation to ensure matters are managed efficiently, consistently and in line with legislative and operational requirements.
• Lead and support accountable regulatory decision-making by monitoring complex, high-risk and sensitive matters, ensuring processes are consistent with Council’s obligations to protect the public and maintain appropriate professional standards.
• Lead and undertake special projects requested by the Executive Officer or HPCA Executive Team, ensuring relevant documentation, processes and guidance materials remain current and effective.

About you

We are seeking motivated and committed individuals who have:

• Demonstrated experience leading teams, managing staff performance, allocating resources and overseeing complex case management or regulatory processes.
• Strong analytical, problem-solving and strategic thinking skills, with the ability to manage contentious issues and assess risk.
• Strong communication skills with the ability to influence, negotiate and build effective working relationships at all levels.
• Proven ability to balance operational demands with continuous improvement initiatives, harnessing process and technology to deliver measurable improvements.

Working at Health Professional Councils Authority

The Health Professional Councils Authority (HPCA) is an executive agency of the NSW Ministry of Health. We play an important role in protecting the health and safety of the public by supporting the 15 NSW Health Professional Councils in managing complaints about NSW health practitioners. The position is based at the HPCA Pitt Street offices, located only a short walking distance from Central Station and Belmore Park. There are several facilities located within the building, including a food court, a rooftop garden, yoga and Pilates sessions, end of trip amenities, including bike storage. The HPCA upholds NSW Health CORE values of Collaboration, Openness, Respect and Empowerment.

• Hybrid working arrangements, up to 2 days per week from home
• Flex leave, in addition to annual leave
• Fuel your professional growth with access to great learning and development opportunities, including LinkedIn Learning and employer support of CPD and other professional development opportunities
• Employee support services for guidance and assistance, ensuring you thrive both personally and professionally
• Access to the Fitness Passport, encouraging a healthy lifestyle both in and out of the office

Our commitment to Diversity and Inclusion

At the HPCA we are committed to creating a diverse, inclusive and flexible environment which reflects the community and customers we serve. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ community and people from culturally and linguistically diverse backgrounds.

The Stepping Up Initiative supports Aboriginal and Torres Strait Islander people in pursuing career opportunities within NSW Health. For information about the initiative, the recruitment process, or applying for roles, please visit The Stepping Up Initiative.

To be eligible for employment in these roles you must be an Australian citizen, or a permanent resident, or a New Zealand citizen, or hold a valid visa with permission to work in Australia.

Additional information

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
• Please note the selection process will include a range of comparative assessment techniques to assist in determining your suitability for the role

  Applications Close: 10th November 2026 at 11:59pm

For role related queries or questions contact Mark Watson, Executive Officer Pharmacy Council at ************@health.nsw.gov.au and quote REQ697733