Director - Performance and Change

Join to apply for the Director - Performance and Change role at Healthdirect Australia

Join to apply for the Director - Performance and Change role at Healthdirect Australia

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Drive performance and quality improvement activities across the Healthdirect helpline, the GP helpline, Medicare Mental Health service and any new services in development.

• Work at the forefront of virtual health service delivery in Australia
• Lead performance and quality improvement initiatives
• Hybrid working (2 days) in our Haymarket office, near Central station

About us

At Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health. Healthdirect Australia is the national provider of government-funded virtual health services, helping Australians access trusted health advice, support, and care 24/7 – anytime, anywhere. Through helplines, websites, and video call solutions, we empower people to manage their health, connect with the right services, and access virtual care when they need it most.

About the opportunity

You will lead performance and quality improvement initiatives across Healthdirect's national helpline services — including the Healthdirect Helpline, GP Helpline, and Medicare Mental Health Service — as well as any new services in development.

Working closely with fellow Service Directors and key stakeholders, the role oversees the delivery of service improvement programs, organisational change initiatives, and divisional priorities. As part of the Platform Services leadership team, the Director will also lead the Customer Care Hub, provide guidance and support to direct reports, and contribute to team capability development. This position reports to the General Manager, Operations (Platform Services) and includes participation in a rotational on-call roster to support after-hours and weekend service needs.

Key Responsibilities:

• Lead performance, quality improvement, and change initiatives across Healthdirect's helpline services
• Oversee the implementation and day-to-day management of the Customer Care Hub
• Ensure contract compliance, audit readiness, and alignment with governance frameworks
• Use data and insights to drive service excellence and inform decision-making
• Lead and develop a high-performing team, fostering strong internal and external relationships

About You

• Experienced senior leader with a strong track record in service operations, contract management, and performance delivery
• Deep understanding of the public health sector and the role of virtual care in improving outcomes
• Proven ability to drive quality improvement, operational efficiency, and resource optimisation
• Skilled in using data to inform strategic decisions and deliver ROI
• Confident change leader with experience guiding teams through transformation and fostering a culture of innovation
• Customer-focused, using feedback to continuously enhance service delivery and experience

Why Join Us

At Healthdirect, our strength lies in our talented and dedicated people. We're 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's what you can expect:

• A collaborative, values-driven team environment
• Opportunities for professional growth and exposure across diverse projects
• Flexible work arrangements (2 days in-office)
• 14 weeks of company-paid parental leave for all parents
• Multi-dimensional wellbeing program that is run by our people for our people;
• Personalised learning journeys to help you grow your capabilities and unlock your potential

To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionHealth Care Provider
• IndustriesHospitals and Health Care, Public Health, and Health and Human Services

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