At Bupa, our purpose is to help people live longer, healthier, happier lives and making a better world. This is at the core of who we are, making us a healthcare provider that strives to deliver meaningful change. 

The Opportunity  

The Clinical Lead will be responsible for all aspects related to the management of Clinical Complaints and Incidents (CCI) for the ADF Health Services Contract and ensures quality and timely investigations. The Clinical Lead – Clinical Complaints and Incidents Management (CCIM) will work to identify root causes, drive continuous improvement and reduce future risk by recommending corrective actions and enhancing processes.

The ADF team are responsible for providing integrated and seamless end-to-end health support to 85,000 ADF personnel across 59 facilities. This includes integrated workforce providing health services such as primary and occupational healthcare, dental, physiotherapy, mental health and psychology services, pharmacy, occupational rehabilitation and health administration. In addition, Bupa is responsible for pathology, imaging and radiology, vocational rehabilitation, mental health, hospital, specialist, allied health, patient transport and other off base services enabled by Bupa systems.   

Please note, this is a Security Cleared position. The candidate must be an Australian Citizen and must be eligible to obtain and hold a Baseline Security Clearance.

This hybrid role is offered as permanent, full-time and may be based from our Melbourne or Sydney offices. (Bupa offers hybrid working arrangements). 

Responsibilities of the role: 

• Manage clinical complaints and investigations as per the Bupa APAC Clinical Governance Policy and the ADF HS Contract. 
• Manage the accurate and timely completion of CCI investigations, ensuring the achievement of the SHI-02 metric. 
• Collaborate with relevant stakeholders within the ADFHSC teams as well as external service providers and subcontractors to investigate and manage complaints and incidents. 
• Conduct root cause analyses and develop actions plans to address identified issues and prevent recurrence. 
• Collate and prepare CCI investigation findings for tabling at the regional fortnightly CCIM Meetings with JHC. 
• Support the broader Clinical Governance Team in analysing trends from CCIs for risk identification, mitigation and improvement opportunities.

Requirements for the role: 

• Previous health experience in the areas of patient safety and quality and clinical governance. 
• Excellent written and verbal communication skills, with a demonstrated ability to partner with a range of non-/clinical stakeholders to deliver positive business outcomes.
• Strong organisational skills and attention to detail, with the ability to manage multiple CCIs and competing priorities. 
• Demonstrated ability to build and refine clinical governance processes.
• Previous experience as an AHPRA registered health practitioner would be advantageous however is not essential criteria for this role.
• Tertiary qualifications in safety and quality highly desirable, however not essential.
• This is a Security Cleared position. The candidate must be an Australian Citizen and must be eligible to obtain and hold a Baseline Security Clearance.

Why work at Bupa?  

We keep our people smiling by helping them improve their lives in and outside of the office. We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work. We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.  

Our employees can access wide range of benefits: from our own products (incl. health insurance subsidies) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few). We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing, and futures. 

To learn more about working at Bupa please visit our website: www.bupa.com.au/careers 

Bupa is an equal opportunity employer. We are committed to ensuring equality in recruitment, development, retention, and promotion of staff and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage.  

We encourage people from all backgrounds to apply. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.