Privacy and Complaints Manager

Sonic HealthPlus | National (Hybrid) | Full Time

Own privacy and complaints governance for one of Australia's largest workforce health providers

About Sonic HealthPlus

Sonic HealthPlus delivers occupational health and general medical services through a national network of clinics, onsite arrangements and telehealth. As part of Sonic Clinical Services within Sonic Healthcare Limited (ASX: SHL), we provide pre-employment medicals, fitness-for-work assessments, drug and alcohol screening and allied health services to some of Australia's largest industrial, mining, defence and infrastructure employers.

Our vision is to be Australia's most trusted workforce health intelligence partner - and privacy, trust and integrity sit at the heart of how we deliver that.

About the role

We're looking for an experienced Privacy and Complaints Manager to join our Clinical Governance function, reporting to the General Manager, Clinical Governance.

This is a national role responsible for managing privacy, complaints and feedback across our clinic network, National Contact Centre and corporate services - spanning occupational health, General Practice, Travel Medicine and Government contract services. You'll ensure SHP meets its obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, while managing Tier 2 complaints end to end, from receipt through investigation, resolution and reporting.

It's a role that leads through influence rather than authority - you'll need sound judgement to know when something can be resolved operationally, and when it needs to be escalated.

Key responsibilities

- Provide practical privacy advice to employees, managers and contractors, including on consent, disclosure, access and information security




- Manage privacy enquiries, complaints and suspected or confirmed breaches, including assessment, investigation and reporting under the Notifiable Data Breaches scheme
- Manage Tier 2 complaints nationally, ensuring timely, fair and well-documented resolutions
- Escalate reliable or complex matters to the GM, Clinical Governance, SCS Legal or the CMO as appropriate
- Analyse complaints and privacy data to identify trends, systemic issues and opportunities for improvement
- Prepare meaningful reports and dashboards for the Leadership Team and Clinical Leadership Team
- Support privacy impact assessments, audits and continuous improvement initiatives
- Build strong relationships across Legal, Clinical Leadership, Operations, Commercial and IT

About you

- Demonstrated experience in privacy, complaints, quality, risk, governance or compliance, ideally within health, occupational health or a similarly regulated environment
- Strong working knowledge of the Privacy Act 1988 (Cth) and the Australian Privacy Principles
- Familiarity with the Notifiable Data Breaches scheme, health records legislation, AS 10002:2022 and Government contract requirements is highly regarded
- Proven experience managing complaints and conducting investigations
- Strong analytical skills, with the ability to turn data into clear, actionable insight
- A confident, diplomatic communicator who can work across clinical,



operational and technical teams
- Tertiary qualification in health, law, governance, risk or a related field (desirable)

Why join us

- National role with genuine autonomy and cross-functional impact
- Hybrid working arrangements
- Be part of a values-driven organisation backed by Sonic Healthcare
- Work at the intersection of privacy, clinical governance and risk in a growing, regulated sector

At Sonic HealthPlus, we believe diversity of thought, background and perspective is key to building the best team. We welcome applications from people of all backgrounds and experiences.

Apply now to help shape how privacy, trust and complaints are managed across Sonic HealthPlus.

CANDIDATE REQUIREMENTS
The successful candidate will have a sound knowledge and understanding of confidentiality around complaints and customer service. Computer literacy in Microsoft Applications and Excel is essential. The Complaints/Privacy Officer must have the ability to work proactively either in a team or autonomously. As customer service is a larger part of this role, having the ability to communicate effectively with all internal and external stakeholders is a necessity.

MORE INFORMATION
At Sonic HealthPlus we offer a positive workplace culture, close team networks and a supportive work environment. We encourage our employees to have an enjoyable and rewarding career with an Equal Opportunity Employer that values and encourages social and cultural diversity. We strongly encourage Aboriginal & Torres Strait Islander people to apply.

To Apply: Short listing for this position will commence immediately, however, we reserve the right to close this position earlier than stated. Only short-listed candidates will be contacted.

📌 Complaints & Privacy Manager (Sydney)
🏢 Sonic Healthplus
📍 Sydney