As we celebrate our 51st year, our commitment as an employer is centred on prioritising our people, fostering a great home/work life balance. Proudly standing as a leader in our field, we play a crucial role in shaping the future of healthcare in Australia. We provide flexible working arrangements with opportunities to advance your career, all within a supportive environment where our employees are truly valued.
The Role:
Are you passionate about making a meaningful impact through proactive problem-solving and strong stakeholder engagement? Based in Melbourne or Adelaide, we’re looking for an Incident Coordinator to play a key role in managing incidents and complaints across our organisation.
In this supported position, you’ll be responsible for leading investigations and ensuring timely, thorough responses to matters affecting our workforce divisions (Nursing, Allied Health and Travel Nurse). Reporting to the Incident and Complaints Team Leader, you’ll work closely with internal teams and external partners, offering guidance and support to ensure incidents and complaints are resolved effectively and in alignment with our organisational goals.
Key Responsibilities include:
As Incident Coordinator, you will:
* Ensure all investigations align with HCA’s Incident Management Standard and Quality Management Framework.
* Manage incidents and complaints involving the external workforce through established internal processes, in collaboration with relevant stakeholders.
* Conduct timely investigations and resolve reports in line with KPIs and mandatory reporting timeframes.
* Accurately document investigation outcomes in the required systems and platforms.
* Collaborate with internal stakeholders—such as State Managers, People & Culture, recruitment, and operations teams—to address investigation needs and provide informed recommendations.
* Engage directly with external stakeholders, including candidates and clients, to complete investigations, implement corrective actions, and support performance management processes.
* Provide guidance, training, and support to staff to promote accurate incident reporting and build a culture of safety and accountability.
* Contribute to employee performance management discussions and initiatives, in partnership with internal managers.
* Support broader team objectives through participation in relevant projects and continuous improvement activities.
Qualifications
:
Business or Health Degree (desirable, not essential)
HR background would be helpful to successful candidate
Our Ideal Candidate
To be successful in this role, you will bring:
* Strong interpersonal and communication skills, with the ability to engage confidently and respectfully across all levels.
* Excellent written skills for reports and correspondence.
* Well-developed organisational skills with the ability to manage competing priorities and meet deadlines.
* Confident verbal communicator with experience in interviews, performance discussions, and stakeholder engagement.
* Proficiency in MS Office
* A proactive mindset, with flexibility, attention to detail, and a willingness to learn.
* Experience in incident or complaint management, performance conversations, and/or service-based environments—or a strong willingness to develop these skills.
About HCA:
Healthcare Australia (HCA) is Australia's largest specialist healthcare workforce provider. We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, medical, corporate, allied and Crisis Response Management sectors in all States of Australia.
Our culture and benefits:
We work together as a team, we never forget that we’re people-focused, and we respect relationships with each other.
HCA provides a flexible and inclusive workplace culture where you have access to excellent benefits, including access to extra leave with a day off for your birthday plus a rewards and benefits platform.
We are focused on the continual growth and development of our team. This is supported by an exceptional education assistance program that’s accessible by all staff.
At HCA we are committed to embracing diversity and committed to providing a safe working environment.
Some roles that involve visiting clients or facilities may require you to be fully vaccinated (Boosted) with the TGA-approved COVID-19 vaccine. The requirement for vaccination is based on the role and site where services are being provided. If you have any questions or concerns, please contact the hiring manager.
To learn more about HCA:
Only short listed candidates will be contacted