Healthcare Quality and Compliance Officer

Discover your 100% YOU with MicroSourcing!

Location: Ortigas, Pasig City

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Job Summary:

The Healthcare Quality and Compliance Officer is responsible for maintaining and strengthening Carexcell's integrated quality and risk management system across both the aged care and NDIS sectors. The role is the custodian of the organisation's policies and procedures, leads the client and staff feedback (survey) program, provides oversight of the incident and complaint management systems, and delivers a structured internal audit schedule that provides assurance to the Managing Director on compliance, safety and continuous improvement.

The position suits a clinically trained professional with exceptional attention to detail, sound regulatory knowledge across both sectors, and the discipline to maintain rigorous document control and evidence trails.

1. Document control — policies and procedures

• Act as the central custodian of Carexcell's policy and procedure library across aged care and NDIS, maintaining a single, version-controlled source of truth.
• Apply and enforce document control standards, including version numbering, approval status, effective dates, review cycles, change history and controlled distribution.
• Ensure all documents remain current against the strengthened Aged Care Quality Standards, the NDIS Practice Standards, the NDIS Code of Conduct, and relevant legislation, funding rules and contractual obligations.
• Coordinate the scheduled review of policies and procedures, tracking due dates and escalating overdue items, and facilitating input from subject-matter owners.
• Manage the controlled release of new and revised documents, ensuring superseded versions are archived and staff are working from approved current versions only.
• Maintain a master document register and audit trail sufficient to demonstrate compliance to auditors, commissions and funding bodies.

1. Client and staff surveys

• Design, schedule and administer client and staff surveys across both sectors, including satisfaction, experience, safety-culture and specific-purpose surveys.
• Ensure survey instruments align with regulatory expectations for consumer/participant experience and continuous improvement.
• Collate, analyse and interpret survey data, identifying trends, risks and improvement opportunities.
• Prepare clear, accurate reports on survey findings for the Managing Director and, where relevant, for governance forums and accreditation evidence.
• Track resulting actions through to completion and measure the impact of improvements over time.

1. Auditing and assurance

• Develop and maintain an annual internal audit schedule spanning clinical care, service delivery, safeguarding, incident and complaint management, and program-specific compliance across aged care and NDIS.
• Conduct scheduled and ad hoc internal audits, file reviews and spot checks, documenting findings with supporting evidence.
• Identify non-conformances and areas of risk, assign corrective and preventive actions, and monitor them through to closure.
• Support external audits, accreditation, registration and re-registration activities, and quality reviews by the Aged Care Quality and Safety Commission and the NDIS Quality and Safeguards Commission.
• Maintain the risk register and contribute to continuous improvement, incident-trend and clinical-governance reporting.

1. Incident and complaint management oversight

• Provide organisation-wide oversight of the incident and complaint management systems across aged care and NDIS, ensuring they operate in line with regulatory requirements and organisational procedures.
• Ensure incidents, complaints, feedback and near misses are recorded, triaged, investigated and closed within required timeframes, with a clear evidence trail.
• Oversee reportable incident obligations, including the aged care Serious Incident Response Scheme (SIRS) and the NDIS reportable incidents scheme, ensuring notifications to the Aged Care Quality and Safety Commission and the NDIS Quality and Safeguards Commission are accurate and lodged within statutory timeframes.
• Monitor open incidents and complaints, escalate significant, reportable or high-risk matters to the Managing Director, and ensure appropriate corrective and preventive actions are assigned and completed.
• Analyse incident and complaint data for trends, systemic issues and root causes, and feed findings into continuous improvement, risk and clinical-governance reporting.
• Support open disclosure and ensure clients, participants, families and representatives are kept informed and their concerns are handled respectfully throughout.

1. Quality, risk and continuous improvement (general)

• Support the maintenance of an integrated quality and risk management framework across both sectors.
• Contribute to the analysis of incidents, complaints, feedback and near misses to identify systemic issues and preventive actions across the organisation.
• Contribute to a positive, open reporting culture and to the organisation's continuous improvement plan.
• Provide advice, coaching and practical support to staff on quality, compliance and document-control requirements.
• Prepare quality and risk reports and dashboards for the Managing Director on agreed cycles.

• Internal: Managing Director — direct reporting line, quality and risk assurance, escalation of significant issues.
• Internal: Operational and clinical leaders, coordinators, care and support staff across all sites, and offshore teams.
• External: Clients, participants, families and representatives; Aged Care Quality and Safety Commission; NDIS Quality and Safeguards Commission; auditors and accreditation bodies; funding bodies.

SELECTION CRITERIA

• Risk adjustment CPC (Certified Professional Coder) and AHIMA (American Health Information Management Association)
• Exceptional attention to detail and a demonstrated commitment to accuracy, consistency and evidence.
• Demonstrated knowledge of the Aged Care Quality Standards and the NDIS Practice Standards and Code of Conduct.
• Experience in quality, compliance, clinical governance or risk management within aged care and/or disability services.
• Demonstrated document control skills, including version control, review cycles and maintaining audit-ready records.
• Experience designing or administering surveys and analysing and reporting on the results.
• Experience conducting audits, file reviews or compliance checks and managing corrective actions to closure.
• Experience overseeing incident and complaint management, including reportable incident obligations under the aged care SIRS and/or the NDIS reportable incidents scheme.
• Strong written communication skills, including report writing for an executive audience.
• High level of integrity, discretion and the ability to handle confidential and sensitive information.
• Current Police Check, NDIS Worker Screening Check and Working with Children Check (or willingness to obtain).

• Formal qualification or training in quality auditing (e.g. lead/internal auditor), risk management or clinical governance.
• Experience across both aged care and NDIS within a single organisation.
• Familiarity with the strengthened Aged Care Quality Standards and the Aged Care Act reforms.
• Experience with quality management or document-control software and data analysis tools.
• A current clinical qualification and registration (e.g. Registered Nurse with AHPRA registration), or an equivalent clinical/allied health background relevant to community aged care and disability support.

• Meticulous and methodical — the role depends on precision and consistency in every record and report.
• Analytical, with the ability to turn data and observations into clear findings and practical actions.
• Organised and self-directed, able to manage a schedule of reviews, surveys and audits independently.
• Credible and diplomatic, able to raise issues constructively and influence improvement across sites.
• Sound judgement in balancing compliance obligations with practical, person-centred service delivery.
• About MicroSourcing

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MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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