Cornerstone Health’s purpose is to increase access to quality healthcare to all Australians. At Cornerstone Health we are uncompromising in putting patients at the heart of all we do. We are committed to exceeding patient expectations and meeting the needs of the communities we serve.

We support Australia's leading healthcare professionals to deliver quality medical care. At Cornerstone Health, we offer a new structure and culture of healthcare provision in Australia.

Overview

The Product/Process Lead is responsible for designing, implementing, monitoring and continuously improving the business and clinical support processes that underpin Cornerstone Health's network of medical practices. The role drives operational excellence through the application of Lean Six Sigma methodologies, process standardisation, performance analytics and disciplined change management.

This position partners with practice managers, clinical leaders and corporate services teams to identify improvement opportunities, remove duplication and administrative burden from clinicians and practice staff, improve the patient experience, reduce operational and clinical risk, and lift the efficiency of the network.

The Product/Process Lead is a champion for continuous improvement at Cornerstone Health, embedding data-driven decision-making and standardised ways of working across practices while keeping patient safety, privacy and regulatory obligations at the centre of every process change.

Key responsibilities

1. Process Excellence and Continuous Improvement

- Lead the continuous improvement agenda across the practice network and corporate functions, with clear prioritisation based on patient, clinical, operational, risk and financial value.
- Develop, maintain and embed a practical Continuous Improvement Framework that teams can apply consistently.
- Lead structured improvement initiatives using Lean Six Sigma, DMAIC, Kaizen, value stream mapping, root cause analysis and other fit-for-purpose methods.
- Build continuous improvement capability by coaching practice managers, functional leaders and subject matter experts in process thinking and structured problem-solving.
- Promote a culture in which process performance is visible, issues are addressed at root cause and improvements are sustained.

2. End-to-End Process Design and Governance

- Map, analyse and redesign end-to-end processes across the patient journey, clinical support, practice operations and corporate services.
- Identify bottlenecks, duplication, hand-off failures, rework, delays, compliance gaps and avoidable administrative burden.
- Design future-state processes that are practical, standardised, scalable and suitable for a multi-site healthcare setting.
- Establish process governance, including named process owners, decision rights, controls, documentation standards, review cycles and escalation pathways.
- Develop and maintain process maps,



procedures, work instructions and inputs to SOPs, ensuring a clear and controlled source of truth.
- Ensure process changes are designed with patient safety, privacy, health records, accreditation and regulatory obligations at their centre.

3. Process Performance and Benefits Realisation

- Define process measures, baselines, targets and controls before changes are implemented.
- Develop operational dashboards and reporting that make performance visible at practice and network level.
- Analyse data and stakeholder feedback to identify improvement opportunities and quantify expected value.
- Track cycle time, quality, rework, administrative effort, adoption, control effectiveness and other relevant measures.
- Monitor realised benefits and take corrective action where outcomes are not achieved or sustained.
- Provide concise, evidence-based recommendations and progress reporting to the Chief Transformation Officer and Executive.

4. Change, Adoption and BAU Transition

- Assess the impacts of process and product changes on patients, clinicians, practice staff and corporate teams.
- Develop stakeholder engagement, communication, training, readiness and adoption plans proportionate to the change.
- Coordinate pilots, implementation and stabilisation activities, incorporating feedback before broader rollout.
- Define BAU ownership, support arrangements, controls, measures and handover requirements early in delivery.
- Confirm that changes are adopted, supported and sustained in day-to-day operations following implementation.

5. Product Leadership and Digital Enablement

- Own the vision, roadmap and lifecycle for assigned in-house digital products that enable priority business and clinical processes.
- Translate validated process problems and user needs into product goals, outcomes, requirements, user stories and clear acceptance criteria.
- Own and prioritise the product backlog, balancing strategic priorities, operational improvements, defects, regulatory needs and technical debt.
- Lead discovery, design and prioritisation workshops with clinical, operational and technology stakeholders.
- Coordinate product-centric delivery across Development, Infrastructure, business teams and vendors, including milestones, dependencies, risks and governance reporting.
- Accept or reject delivered work against agreed process outcomes, acceptance criteria, quality standards and regulatory requirements.
- Define and monitor product measures including adoption, reliability,



user experience and the process improvement enabled by technology.

6. Risk, Quality and Stakeholder Leadership

- Build trusted partnerships with practice managers, clinical leaders, corporate functions, IT, Development, vendors and subject matter experts.
- Facilitate cross-functional workshops and working groups, resolving competing priorities through transparent evidence and governance.
- Ensure process and product decisions identify and manage operational, clinical, privacy, security and compliance risks.
- Support quality assurance, accreditation and internal audit activities, and monitor compliance with approved policies, procedures and standards.
- Escalate material risks, decisions and dependencies promptly, with clear options and recommendations.

About you

- Tertiary qualification in Business, Management, Health, Engineering, Operations, Quality Management or a related discipline, or equivalent experience.
- Lean Six Sigma Green Belt (minimum).
- Demonstrated experience leading business process improvement initiatives.
- Experience facilitating workshops and stakeholder engagement sessions.

Highly Desirable

- Lean Six Sigma Black Belt certification.
- Qualifications in Project Management (PRINCE2, PMP, Agile or equivalent).
- Business Process Management (BPM) certification.
- Change Management certification (PROSCI or equivalent).

EXPERIENCE

- Minimum 5 years' experience in process improvement, operational excellence or business transformation.
- Proven track record delivering measurable business improvement outcomes.
- Experience using Lean Six Sigma tools and methodologies.
- Experience working in complex, multi-site operational environments; healthcare, primary care or another regulated industry is highly desirable.
- Experience influencing senior stakeholders and leading cross-functional projects.

CAPABILITIES AND ATTRIBUTES

Technical Skills

- Process Mapping
- Business Process Management (BPM)
- Lean Six Sigma Methodologies
- Value Stream Mapping
- Root Cause Analysis
- Statistical Analysis
- Data Analytics and Reporting
- Risk Management
- Continuous Improvement Frameworks
- Change Management

Leadership Skills

- Strategic Thinking
- Stakeholder Management
- Facilitation and Workshop Leadership
- Coaching and Mentoring
- Decision Making
- Influencing and Negotiation
- Communication and Presentation

Personal Attributes

- Continuous Improvement Mindset
- Strong Analytical Thinking
- Results-Oriented
- Collaborative and Relationship Focused
- Innovative and Curious
- Resilient and Adaptable
- Customer-Centric

Why Join Us?

- Purpose-driven organisation improving healthcare access across Australia
- Opportunity to shape and own critical digital products
- Work with passionate operational leaders and healthcare professionals
- Collaborative, evolving, and growth-focused environment

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📌 Product/Process Lead (New South Wales)
🏢 Cornerstone Health
📍 New South Wales