The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications and knowledge to provide safe care are registered.

The Notifications Pathways Team is a new team designed to strengthen the way Ahpra engages with people at the earliest stage of the notifications process. The team will act as a front door to the regulatory scheme, helping health consumers and other notifiers navigate complex complaints systems and connect with the right regulatory or support entity.

In this role you will:

• Be the first point of contact for individuals and organisations raising concerns about health practitioners or students and students using telephone and web-based platforms. 
• Help notifiers understand the nature of their concern and guide them to the right organisation or regulatory pathway.
• Provide clear, empathetic and accurate information over the phone and through online platforms.
• Develop and maintain strong working knowledge of the health complaints landscape, including the roles of Ahpra, National Boards, and other entities.
• Support notifiers to lodge their concern with the appropriate body where needed, and progress retained matters to the appropriate stream.
• Build and maintain relationships with health complaints bodies, regulatory authorities and other stakeholders.
• Contribute to continuous improvement efforts to support better outcomes for notifiers and the wider community.

About you:

You bring a strong background in complaints handling, social work, healthcare or regulatory environments, and you care deeply about helping people be heard and supported. You are a confident communicator who can explain complex systems in a clear, respectful and reassuring way. You are also good at reading between the lines, asking the right questions and making sound judgments.

What you’ll bring:

• Experience in a complaints handling, regulatory or healthcare setting
• A calm, empathetic and professional approach, even when handling sensitive or difficult conversations
• The ability to navigate grey areas and use sound judgement when interpreting legislation, policy and process
• Excellent interpersonal and communication skills, both verbal and written
• The ability to build strong relationships and work collaboratively across teams and organisations
• Experience managing your own wellbeing in a busy or emotionally demanding role
• Qualifications in social work, a health profession or equivalent experience are essential
• Experience in dispute resolution, regulatory environments or health complaints is highly desirable

Please also refer to the role description: Pathways Navigator - Notifications.pdf

What we offer:

• Work/life balance with the flexibility to work both in the office and at home – the best of both worlds
• A friendly and supportive working culture with an active social club
• Discounted health insurance with Medibank Private
• Open plan workspaces in a 5-star rated building in a central location
• Attractive salary of $113,718 per annum plus Superannuation

To apply:

• Click ‘Apply Now’ to submit your application.
• Your application must include a resume and a cover letter outlining your skills and experience relevant to the requirements in the position description.
• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
• For any queries or a confidential discussion regarding this position, please contact Recruitment at [email protected] using the subject line: Pathways Navigator - Notifications enquiry via EthicalJobs.

Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks.

Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. If you have any support or access requirements, we encourage you to advise us at time of application.

With respect, no agencies please.

Please note applications will be screened and shortlisted during the advertising period.  Should we receive suitable candidates during this time, the advertising period will cease.