Quality Risk

2 weeks ago

Sydney, New South Wales, Australia Be Recruitment Full time
Key Leadership role in rapidly expanding Health Tech organisation

  • Hybrid role, outstanding career prospects.
  • Join the revolution transforming homecare in Australia


HomeMade is transforming home care in Australia through their creative approach, designed to support people in achieving their goals while living at home.

HomeMade is a related entity to Mable.

An exciting opportunity exists for a full-time permanent

Quality, Risk & Feedback Manager to join their team in transforming the aged care sector through self-management.


Reporting directly to the General Manager, you will have a thorough understanding of quality, regulatory and safeguarding requirements in the healthcare sector, ideally in Aged Care and/or Disability.

You will provide leadership, expertise and advice in quality improvement; clinical governance; incident and complaints management; and quality auditing.

As the

Quality, Risk & Feedback Manager, you will be the internal owner of their quality and risk framework. You will drive an effective, fit-for-purpose risk and safety framework designed to safeguard their customers and ensure business improvement. You will need to

design and implement their framework in the context of relevant standards, legislation and business models and

work with the internal and external stakeholders to establish best practices.
You will be a strong supporter of person-centered practices and self-managed models to deliver positive customer outcomes.

Quality & Risk

  • Create and lead the foundations for a safe, reliable customercentered selfmanagement environment together with a culture of open disclosure and compliance.
  • Oversee the implementation and maintenance of the company's risk management framework
  • Work with crossfunctional teams to ensure the delivery of HomeMade services are in accordance with the Aged Care Act and Aged Care Quality Standards
  • Drive, collaborate and implement quality improvement and risk management into all aspects of service including policies and standard operating procedures
  • Undertake independent gap analysis evaluations of the effectiveness of internal compliance systems and processes and identify and advise on areas of concern to the Management and the Board.

Incidents

  • Using a proportionate risk and scalable approach, expand HomeMade's proactive detection capability and systems across abuse and neglect of customers.
  • Monitor, review, and report on incidents and complaints at all levels of the business identifying trends and areas of opportunity.
  • Ensure the response, investigation, documentation, reporting and escalation of incidents are managed to a high standard, including fulfilling obligations in relation to reportable incidents, aged care, disability, working with children and other requirements.
  • Ensure HomeMade practices reflect the requirements of all laws and governing bodies

Feedback & Complaints

  • Grow and lead the Feedback and Incident team, to operate efficiently using service and technology solutions to achieve key business metrics
  • Be the final escalation point in relation to quality, safety, risk and complaints.
  • Using a proportionate risk and scalable approach, expand HomeMade's proactive detection capability and systems across abuse and neglect of customers.
  • Ensure the response, investigation, documentation, reporting and escalation of incidents are managed to a high standard, including fulfilling obligations in relation to reportable incidents, aged care, disability, working with children and other requirements.
  • Ensure HomeMade practices reflect the requirements of all laws and governing bodies
  • Work closely with the service and support teams to ensure a consistent and high level of customer service
  • Developing and delivering training programs

Skills and experience;
Key to the success in this role is the demonstrated ability in the below skills and experience;

  • Relevant tertiary qualifications in Finance, Risk and/or Legal disciplines
  • Experience working in clinical risk management in a leadership position
  • Demonstrated ability to build and implement quality, risk and complaints frameworks.
  • Knowledge of customer service principles including metrics and tools
  • A good understanding of dispute and conflict resolution practices
  • Ability to identify opportunities for process optimisation and take ownership of the endtoend design and execution
  • Enjoy working in a fastpaced environment and building relationships across multiple teams
Working at HomeMade


As an organisation they celebrate their diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation and gender identity.

Aboriginal and Torres Strait Islander people are encouraged to apply.

  • They are an efficient, contemporary and customerfocused business.
  • Make an impact: Enjoy being part of a cohesive team with a collaborative culture that values decisionmakers and action.
  • Develop in your career: the

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