Healthcare Australia (HCA) is a major provider of healthcare services across Australia, including allied health, primary care, recruitment, NDIS, care services, and training.
In December 2024, we commenced providing health, mental health and wellbeing services across the onshore Immigration Detention network. Our team, which includes nurses, general practitioners, and allied health professionals, offer a wide range of healthcare services to detainees, including but not limited to health assessments, chronic disease management, health promotion and targeted population health education, medication, wound management, immunisation, and other primary health clinical interventions. HCA also introduced a Virtual Care Centre (VCC), a 24/7 service that provides remote healthcare through telehealth and video consultations, helping to enhance onsite care for detainees.
Full time position avalible.
Hybrid working conditions.
Office hours 9am - 5pm
The Consumer Liaison Officer manages the complaints resolution process for Primary Health Services at Healthcare Australia, ensuring all complaints are handled efficiently, fairly, and in compliance with relevant standards, while collaborating with internal teams and external stakeholders, including healthcare teams in Immigration Detention and the Department of Home Affairs, to promote person-centered care and implement service improvements.
Key responsibilities!
* Conduct thorough investigations into complaints.
* Prepare detailed reports and recommendations.
* Ensure compliance with legal and accreditation standards, including RACGP Standards.
* Identify recurring issues and collaborate with teams to improve quality.
* Enhance detainee care and experience.
* Apply strong analytical skills and adhere to healthcare regulations.
* Manage high volumes of work while maintaining effective communication with stakeholders.
* Provide staff training on complaint resolution and open disclosure.
* Foster teamwork and resolve conflicts using appropriate strategies.
* Support staff in handling challenging situations with empathy and professionalism.
About you!
Hold a Bachelor's degree in health administration, Nursing, Social Work, or a related field is highly desirable, along with 3-5 years of experience in complaints management, consumer relations, or quality assurance within a healthcare setting. Mediation or conflict resolution training/certification, as well as experience working within a regulatory or legal framework in healthcare, is also preferred.
Have any questions or further assistance about the role, please contact Katie Longhurst on katie.longhurst@primaryhsa.com.au
Veterans are encouraged to apply. At HCA we are committed to embracing diversity and committed to providing a safe working environment.