Resume
Resume & Credentials
Healthcare transformation experience spanning frontline service delivery, operational leadership, enterprise deployment, operational readiness, business improvement and business analysis.
Professional Profile
Healthcare transformation and operations professional with 15+ years' experience spanning frontline healthcare, community services, service coordination, operational leadership, enterprise deployment, deployment and adoption, and business analysis.
My career progression from frontline service delivery through coordination and operational leadership into enterprise deployment, adoption and business analysis gives me a practical end-to-end understanding of how strategy, technology, workforce, customer needs and operational delivery intersect. I specialise in translating complex transformation into practical, measurable and sustainable outcomes.
Professional Experience
Australian Unity | 2019–2026
Jan 2026 – Jun 2026
Business Analyst
Technology, Digital & Transformation | Secondment
- Led discovery, requirements elicitation, current and future-state process analysis, stakeholder workshops, data analysis, UAT and implementation readiness across healthcare transformation initiatives.
- Defined business and non-functional requirements, business rules, dependencies, user stories and acceptance criteria, translating validated discovery outcomes into traceable requirements for solution design and delivery.
- Coordinated business, clinical, partner, vendor and technology stakeholders across testing, defect management, production validation, release readiness and implementation.
- Worked across Salesforce, Genesys and vendor-led initiatives spanning digital mental health, contact centre transformation, channel migration, Hospital-in-the-Home service restoration and operational improvement.
- Established a Business Analysis Community of Practice to strengthen collaboration, consistency, knowledge sharing and capability across the BA function, including exploration of practical Microsoft Copilot and AI-enabled ways of working.
Jan 2023 – Jun 2026
Deployment Consultant
Home Health | Substantive Role
- Led and supported operational readiness across enterprise technology transformation, data migration and remediation, acquisition integration and operating-model change.
- Supported 53+ neighbourhood deployments involving 45,000+ customer records and 4,000+ employees across service delivery.
- Coordinated customer, workforce and service readiness, data validation, cutover preparation, go-live support, hypercare and post-deployment remediation.
Apr 2024 – Oct 2024
Deployment & Adoption Lead
Home Health | Secondment
- Led deployment and adoption activities for the Team-Based Care operating model across 26 neighbourhoods, supporting 33,000+ customers and 2,600+ home care workers.
- Coordinated Deployment Analysts, Deployment Consultants and Trainers across workforce readiness, training, go-live and frontline adoption.
- Worked across program, change, technology, branch deployment and workforce optimisation teams to support sustainable implementation.
Feb 2022 – Jan 2023
Community Liaison Manager
Home Health | Operational Leadership
- Led community-based service delivery with responsibility for customer outcomes, workforce coordination and operational performance.
- Managed stakeholder relationships, service quality and day-to-day operational priorities.
- Connected customer needs with workforce capability and service delivery requirements.
May 2019 – Feb 2022
Service Coordinator
Home Health | Service Operations
- Coordinated community and aged care services across complex customer and workforce requirements.
- Managed service delivery, workforce scheduling and operational issues within a fast-paced care environment.
- Developed the frontline operational knowledge that now informs my approach to transformation and implementation.
Earlier Healthcare & Community Services Experience | 2011–2019
Earlier roles across public healthcare, community care, disability support, residential aged care and health services established the frontline service delivery experience that underpins my approach to operational transformation.
Areas of Expertise
Business Analysis
Operational Readiness & Deployment
Governance & Delivery Assurance
Healthcare Transformation & Operations
Platforms & Tools
Transformation at Scale
Scale of transformation and service delivery environments supported across recent enterprise initiatives.
45,000+
Customer records prepared across large-scale healthcare transformation and deployment.
4,000+
Employees across service delivery within the transformation environment.
53+
Neighbourhood deployments supported across enterprise healthcare transformation.
15+ years
Experience spanning frontline healthcare, community services, operations, deployment and transformation.
Qualifications & Professional Development
Formal qualifications and targeted professional learning complement practical experience developed across healthcare operations, deployment, transformation and business analysis.
Qualifications
Certificate III in Aged Care
Australian Qualifications Framework (AQF)
Foundation in person-centred care, communication, individual support, duty of care, infection prevention and control, workplace health and safety, and service delivery across aged care and community environments.
Professional Learning
What Is Business Analysis?
LinkedIn Learning • December 2023
Business analysis fundamentals including stakeholder engagement, problem analysis and requirements practices.
Miro for UX: Brainstorming and Collaboration
LinkedIn Learning • February 2026
Collaborative workshops, visual facilitation, brainstorming and cross-functional collaboration using Miro.
Career Focus
I bring together frontline healthcare experience, operational knowledge and enterprise transformation capability to help organisations move from strategy to successful implementation. My strengths sit at the intersection of healthcare transformation, business analysis, operational readiness, deployment and adoption, business improvement and stakeholder engagement.
I am particularly suited to roles where complex transformation needs to be translated into practical ways of working for the customers, employees and operational teams responsible for making change succeed.