Role Title: Senior Case Management Officer REQ697733

- Employment type: Full time, Ongoing
- 35 hour working week, in a hybrid working environment
- Join a passionate team, committed to growth and development
- Conveniently located in Sydney CBD (On Gadigal Lands of the Eora Nation)

About this role

The Senior Case Management Officer, Pharmacy Council provides strategic oversight of Pharmacy Council ownership functions and complaint case management activities, ensuring consistent application of relevant legislation, high quality regulatory decision-making and continuous improvement of operational processes.

The role will work closely with the Executive Officer, Pharmacy Council, to support modernisation of ownership regulatory processes, improve operational performance and ensure applicants and stakeholders receive a high-quality regulatory service. The role also provides strategic oversight of broader regulatory operations within the Pharmacy Council team relating to health practitioners' conduct, performance and health, ensuring the consistent application of the Health Practitioner Regulation National Law (NSW).

A significant component of this role will involve providing operational leadership for pharmacy registration activities and supporting the successful implementation and ongoing enhancement of the new application portals and associated workflows. The successful applicant will play a key role in shaping how ownership applications are managed and delivered into the future. Applicants with demonstrated experience in regulatory licensing, pharmacy ownership, registration, application assessment, stakeholder management,



regulatory operations, or business process improvement are encouraged to apply.

Clerk Grade 9/10, salary from $133,348 – $146,945 pa plus super and leave loading

For more information, read the full Role Description.

What you'll be doing

- Oversee pharmacy ownership activities and ensure regulatory processes are delivered efficiently, consistently and in accordance with legislative requirements.
- Drive the implementation and ongoing improvement of ownership application processes and supporting systems.
- Analyse operational performance and prepare regular reports for the Council and committees, identifying trends, risks, opportunities and recommendations for continuous improvement.
- Drive continuous improvement initiatives in collaboration with Team Leaders, Program Managers, Professional Officers and the Executive Officer Pharmacy Council, undertaking root cause analysis of systemic problems and implementing solutions.
- Oversee case management activities, ownership functions and resource allocation to ensure matters are managed efficiently, consistently and in line with legislative and operational requirements.
- Lead and support accountable regulatory decision-making by monitoring complex, high-risk and sensitive matters,



ensuring processes are consistent with Council’s obligations to protect the public and maintain appropriate professional standards.
- Lead and undertake special projects requested by the Executive Officer or HPCA Executive Team, ensuring relevant documentation, processes and guidance materials remain current and effective.

About you

We are seeking motivated and committed individuals who have:

- Demonstrated experience leading teams, managing staff performance, allocating resources and overseeing complex case management or regulatory processes.
- Strong analytical, problem-solving and strategic thinking skills, with the ability to manage contentious issues and assess risk.
- Strong communication skills with the ability to influence, negotiate and build effective working relationships at all levels.
- Proven ability to balance operational demands with continuous improvement initiatives, harnessing process and technology to deliver measurable improvements.

Working at Health Professional Councils Authority

The Health Professional Councils Authority (HPCA) is an executive agency of the NSW Ministry of Health. We play an important role in protecting the health and safety of the public by supporting the 15 NSW Health Professional Councils in managing complaints about NSW health practitioners. The position is based at the HPCA Pitt Street offices, located only a short walking distance from Central Station and Belmore Park. There are several facilities located within the building, including a food court,

📌 Senior Case Management Officer (Sydney)
🏢 NSW Health
📍 Sydney