About the role: 

• The Senior Adviser, Quality Assurance is responsible for leading, implementing and managing change and continuous quality improvement processes to deliver efficient, effective and fit-for-purpose complaint services at the Health Complaints Commissioner (HCC). The role provides expert advice relating to service quality and best practices in the functions of the HCC, quality improvement, monitoring, audit and evaluation.
• The role is also responsible for supporting change management for maintaining operational policies and procedures aligned with best practices and supporting staff to implement process improvements.
• Success in this role will be determined through purposeful engagement with a range of internal and external stakeholders for the development, implementation and evaluation of service improvement initiatives aligned to the HCC service charter and strategic priorities.

About us: 

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.  

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all. 

How you'll make a difference:

• Develop and manage a quality plan to ensure successful continuous improvement in operational policies, procedures and guidelines. Work with internal and external stakeholders to enable reliable, high-quality services, consistent with best practices, on behalf of the HCC.
• Provide expert and authoritative advice, reasoned recommendations and innovative program options and solutions to complex and sensitive issues that are consistent with organisational goals and values and strategic priorities.
• Undertake research, audit and solicit feedback to understand customer and staff needs and the legislative environment to ensure quality improvement initiatives respond to emerging issues impacting service delivery, risk, business objectives, policy initiatives and operational imperatives.
• Develop and maintain effective partnerships with executive, managers, internal and external key stakeholders to formulate effective quality improvement, compliance and evaluation strategies. Work with staff to support use of best practice guidelines.

Suitable applicants will be able to demonstrate:

• A relevant tertiary qualification is highly desirable.
• Qualifications in quality improvement and/or change management is required.
• Demonstrated knowledge and understanding of quality improvement frameworks, the Victorian health system, best practice in complaints management, and knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 is required.
• Proven ability to interpret, create and utilise statistical process control (SPC) chart is highly desirable. 

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website. 

What we offer: 

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply: 

Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date. 

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy. 

The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for employees who apply through the Jobs Skills Exchange (JSE) jobs board platform. As such, these employees are strongly encouraged to submit their application through the JSE.