Associate Director Complaints & Feedback Specialist

• Lead high-impact clinical complaints across a major health district
• Influence strategy, governance and patient experience outcomes
• Partner with executives to drive quality and system improvement

Manage complex complaints, build trust, and shape system-wide improvements in clinical quality and consumer experience.

Employment Type: Permanent Full Time 
Position Classification: Health Manager Level 4
Remuneration: $147,653 - $175,917 per annum
Hours Per Week: 38
Location: Westmead Hospital

Where you’ll be working
Join a high-performing Clinical Governance team at Westmead Hospital within Western Sydney Local Health District – one of NSW’s largest and most diverse health services. You’ll work at the centre of decision-making, influencing patient experience, safety, and quality outcomes across the District.

• Work in a flagship tertiary hospital with strong executive visibility
• Be part of a collaborative, values-driven and patient-focused culture
• Engage with senior leaders, clinicians and external regulatory bodies
• Contribute to system-wide improvements across a large, complex network
• Access opportunities for leadership growth and professional development

What you'll be doing 
In this senior role, you will provide strategic oversight and expert direction in managing complex, high-risk complaints, ensuring best practice, compliance, and continuous improvement across the District.

• Lead resolution of complex clinical complaints with transparency and rigour
• Advise executives on complaint management, risk and consumer relations
• Oversee escalated matters and ensure high-quality reporting and insights
• Strengthen governance, policy and capability in complaints management
• Analyse trends to improve clinical quality, safety and patient experience

Ready to make a difference?
Join NSW Health and help shape a safer, more responsive healthcare system. Bring your expertise, influence meaningful change, and make a lasting impact on the communities we serve. Apply now.

How to Apply 
Apply online by submitting your resume and addressing the criteria listed below by providing examples that demonstrate your ability before the closing date.

1. Tertiary qualification in health-related field, preferably with significant clinical experience. 
2. Proven experience in the management of complex consumer complaints and investigations. 
3. Demonstrated experience and sound knowledge of the application of relevant legislation and policy relating to complaints management in the District, NSW Health and relevant partner agencies
4. High level communication, interpersonal, sound analytic and problem-solving skills to liaise, negotiate and consult effectively with a variety of key stakeholders including senior health managers, members of the community, consumers, health professionals, health interest groups and Government agencies at all levels
5. Proven skills in identifying trends and patterns and using outcomes to provide high level of clinical quality and safety improvement strategies.
6. Exceptional written skills with proven competency in the preparation of high quality, comprehensive, accurate clinical and administrative correspondence, reports and documents.
7. High level of experience in working proactively with limited supervision, exercising a high level of confidentiality; and Superior organisational skills with ability to meet deadlines and facilitate timely outcomes to meet expectations of key stakeholders including completion of documentation and reports for committees
8. Hold a current Driver's Licence

Requisition ID: REQ651042
Applications Close: 5th April 2025

Need more information?

• Discover more about the application process.

• Review the detailed Position Description for insights into role requirements and criteria.  

• Explore the selection process, employment checks, outcomes and notifications.

• For inquiries about the role, contact Dipti Zachariah on dipti.zachariah@health.nsw.gov.au