Chief Clinical and Consumer Officer

Position title: Chief Clinical and Consumer Officer Location: Sydney NSW Reports to: Chief Executive Officer Line manager to: Senior Medical Director, Clinical Governance & Quality Manager, Quality & Regulatory Manager, General Manager Strategy & CX Division: Quality, Safety & Experience Division (Total staff: 20) ABOUT HEALTHDIRECT AUSTRALIA Healthdirect Australia is transforming how Australians access care, delivering trusted health guidance at scale while easing pressure on an overstretched health system. Our commitment to digital innovation—such as AI-powered triage, virtual care integration and personalised health tools—positions it at the forefront of the country’s shift toward smarter, more connected healthcare. With a foundation of rigorous clinical quality, Healthdirect is building a future where reliable, intuitive and seamless health support is available to everyone, anytime. Owned collectively by all Australian governments—State, Territory and Federal—Healthdirect delivers free, high-quality digital and virtual health services designed to support every Australian, wherever they live. Learn more about our Strategic Plan and our organisation. About the Division The Quality, Safety and Experience Division brings together clinical leadership and consumer insight to shape the design and delivery of safe, high-quality, and trusted services. This Division unites excellence in clinical governance with a deep understanding of consumer expectations. It embraces both professional and lived experience to guide innovation, strengthen care models, and ensure every interaction with Healthdirect reflects safety, respect, and value. The Division fosters clinical innovation, contributes to health system strategy, and provides thought leadership on how virtual care can continually evolve to meet the needs of Australians. About the role The Chief Clinical and Consumer Officer (CCCO) is an experienced clinical leader with a clear, forward-looking vision for the role virtual care will play in supporting Australians over the next decade and beyond. The role brings strategic insight into how emerging technologies, new care models and a diverse clinical workforce—working at the top of their scope and supported by non-clinical teams and safe, well-governed AI—can broaden access to trusted, high-quality care. The CCCO ensures clinical governance and consumer perspectives are embedded in everything Healthdirect delivers. They bring clinical credibility and system awareness to service design, uphold rigorous standards of quality and safety, and champion the voice of consumers as a central driver of improvement. Through strong partnerships across the health sector, the CCCO helps shape a contemporary, connected model of virtual care that reflects community needs, strengthens national trust and supports the evolution of Australia’s health system. The CCCO brings enthusiasm for contemporary, technology-enabled approaches to care and see virtual care as central—not peripheral—to Australia’s future health system. Responsibilities Clinical Governance Lead Healthdirect’s clinical governance strategy, setting clear expectations for safe, high‑quality care across all services. Provide executive assurance over clinical risk, quality systems and accreditation. Ensure governance reflects shared responsibilities across internal teams, workforce providers and technology vendors, creating a cohesive, end‑to‑end approach to quality and safety. Consumer Experience Integrate consumer voices into quality frameworks and oversee complaints, insights and service improvements. Ensure culturally safe, accessible and easy‑to‑navigate services for the millions of Australians who rely on Healthdirect each year. Strengthen national trust by delivering consistently high‑quality experiences and adopting the technologies and service models consumers expect. Champion new ways of delivering care by connecting clinical insight with emerging technologies, health system innovation and consumer expectations. Work with health system partners and technology vendors to tap into their expertise and bring safe, forward‑looking solutions into practice. Prioritise innovation that strengthens consumer trust, safety and system performance, ensuring Healthdirect remains a national leader in virtual care. Health System Change, Engagement & Advocacy Lead system‑wide change by bringing clinical credibility, reform experience and strong relationships across the health and medical community. Advocate for Healthdirect’s value and the virtual care agenda in national and international forums, using your platform to champion meaningful reform grounded in evidence and high‑quality service delivery. Mindset and Culture System-minded and motivated by collective success At Healthdirect, we recognise that our biggest opportunities are shared across the executive team and the wider health system. You contribute to an environment where people work hard toward ambitious goals and draw energy from being part of something bigger than themselves. Accountable and grounded in purpose You take responsibility for outcomes, learning from challenges and helping build a culture where clarity, growth and shared achievement strengthen our ability to deliver for the community. Respectful, thoughtful and clear in communication You engage with honesty and authenticity, and creating the kind of trust that enables teams to do their best work. You align your Division’s work with Healthdirect’s purpose and contribute to a connected, high-performing executive team. Curious and open to innovation You bring enthusiasm for new ideas, emerging technologies and better ways of working, while balancing aspiration with a calm, safety-first mindset. Energised by meaningful work and sustained by interests outside it You recognise that while we work hard and pursue ambitious outcomes, creativity, resilience and sound decision-making come from the emotional energy generated through relationships and pursuits beyond the workplace. Experience, Knowledge and Qualifications Experience Senior executive leadership with demonstrated impact in clinical governance, quality and safety across complex service environments. Proven record of leading reform or transformation—particularly initiatives involving multiple stakeholders, new models of care, or technology-enabled change. Experience designing or delivering innovative, technology-supported or virtual care models, and applying clinical insight to digital service development. Strong experience integrating consumer perspectives into governance, service design and improvement. Confident engagement with Boards, regulators and senior policymakers, providing credible advice and representing organisational interests. Knowledge & Skills Deep understanding of the health system and the opportunities virtual care and emerging technologies create for improving access, equity and quality. Strong digital fluency, with the ability to connect clinical governance, service experience and technology in a coherent, future-focused way. Sophisticated governance capability, balancing clinical risk, consumer expectations, innovation and system pressures in complex decision-making. Excellent communication and influencing skills, engaging credibly with clinicians, governments, suppliers, consumer bodies and technology partners. Ability to lead multidisciplinary teams, fostering clarity, accountability and collaborative performance across diverse environments. Qualifications A medical practitioner with current AHPRA (or equivalent international) registration, or past registration with the ability for re‑registration. Postgraduate qualifications in health administration, public health, leadership, or management. Training in clinical governance, quality management or patient safety. Additional study in digital health, health informatics, AI governance or data ethics. Experience contributing to standards or national policy in virtual care or digital health. Working at Healthdirect At Healthdirect, our strength lies in our talented and dedicated people. We are committed to creating an inclusive, supportive culture where you can bring your whole self to work, grow your career, and make a real impact. Here is what you can expect: A values-driven team environment that model’s ambition, innovation, accountability, collaboration and work/life balance. Opportunities for professional growth and exposure across diverse projects; ensuring you grow as a leader during your time with us. Flexible work arrangements to enable you to pursue the things that matter outside paid work. Great hybrid environment – minimum 2 days a week in our Sydney office designed for in person collaboration. Executive team may need to spend more than 2 days in the office to achieve objectives, and undertake domestic and international travel as required. Office within 100 metres of light rail, metro and trains within Tech Central precinct. Excellent end of trip facilities with bike storage and maintenance, showers with towel and dryer service Encouragement to make contributions to our community such as publishing research, joining a Board or advisory committee in an adjacent field, mentoring others, or volunteering with Healthdirect staff charity partner Thread Together. 14 weeks of paid parental leave for all parents, and support for starting a family or pregnancy. Multi-dimensional wellbeing program run by our people for our people. The chance to make a meaningful impact on employee experience and organisational performance. General Leadership Capabilities Stay alert to, evaluate, incorporate, and communicate the latest developments in your specialty Be a recognised specialist in your field across the business and external industry stakeholders Be prepared to be independent and direct and challenge ideas when appropriate Actively cultivate and maintain productive and collaborative relationships across the organisation and with national and international networks Develop a working environment where people pull together and deliver great things Understand the importance of diversity and encourage others to tailor their approach to meet individual needs Communication (advanced) Deliver your key messages confidently and influence to effect change Maintain effective communication with appropriate audiences in difficult situations Negotiate optimal outcomes between divisions, with Executive or Board or at State or Federal level, and across the Australian health system Creative Problem Solving (advanced) Identify systemic or chronic organisational problems and build consensus around solutions Deliver well‑validated and appropriate new business ideas, painting a compelling picture of the future potential of solutions Access and teach creative problem solving techniques to solve highly complex, new and unprecedented problems Decision Making (advanced) Provide frameworks for effective decision making within the organisation and use them to make complex decisions Act as an example by making difficult decisions in challenging circumstances Actively seek out ways to improve your own decision making, judgement and performance Company Values Care – We are passionate about a healthier Australia. Courage – We are innovative and can meet any challenge. Applications close: 5/12/25 close of business Your application will include the following questions: Have you completed a qualification in health sciences? Do you have management experience in the healthcare services industry? Are you currently registered with the Australian Health Practitioner Regulation Agency (AHPRA)? #J-18808-Ljbffr