Kristin Thorpe
Brisbane,Australia
Summary
AHPRA-registered nurse with over 30 years of experience in clinical healthcare and service leadership within regulated environments. Proven expertise in leading teams, managing complex issues, and conducting structured assessments to identify risks while ensuring compliance with legislation and policies. Strong leadership in contact center and advisory settings, focusing on decision quality and high service delivery standards. Committed to continuous professional development and skilled in strategic planning, operational improvement, and fostering collaboration to enhance efficiency and productivity.
Overview
2027
2027
years of professional experience
Work History
Team Leader – Member Connect
Queensland Nurses and Midwives’ Union
, Australia
01.2022 - Current
- Managed frontline advisory team within a high-volume service environment.
- Guided staff in assessing key issues and determining escalation pathways.
- Implemented structured coaching practices to improve staff capability and wellbeing.
- Conducted operational reviews to monitor service standards and performance metrics.
- Facilitated team discussions on policy changes to maintain alignment with legal frameworks.
- Developed defined KPIs and feedback frameworks to strengthen accountability.
- Established clear performance expectations and provided structured feedback mechanisms.
- Prepared operational reports highlighting performance outcomes and emerging issues.
Team Leader – Medical Assistance
Allianz Partners
01.2015 - 01.2022
- Led a team responsible for coordinating medical assistance for travellers experiencing illness or injury overseas.
- Managed complex international medical cases, ensuring timely hospital admissions, medical evacuations, and repatriations.
- Assessed eligibility for medical assistance under travel insurance policies, including interpretation of policy wording and pre-existing condition clauses.
- Reviewed case decisions for accuracy in policy interpretation, ensuring fair outcomes and compliance.
- Ensured assistance decisions balanced clinical considerations, policy coverage and regulatory requirements.
- Monitored operational dashboards and case management systems to maintain service performance standards.
- Allocated cases and workload across the team to manage operational demand in a 24/7 environment.
- Provided coaching and feedback to strengthen staff technical capability and decision-making.
- Supported staff managing high-risk or complex cases requiring escalation.
- Ensured accurate documentation within case management systems to maintain clear records of decisions and actions.
- Collaborated with international medical providers, hospitals, and transport services to effectively coordinate patient care.
- Maintained compliance with organisational policies, regulatory requirements and service standards.
- Supported staff development through performance coaching and ongoing supervision.
Clinical Nurse / Registered Nurse
Mater Hospital
Brisbane, QLD
1998 - 2012
- Delivered comprehensive nursing care to patients in adult and pediatric acute care settings.
- Conducted thorough patient assessments, monitoring clinical status and implementing necessary interventions.
- Managed complex clinical situations using critical thinking and swift decision-making to improve patient outcomes.
- Collaborated with multidisciplinary teams to coordinate safe, effective patient care.
- Supported patient safety by adhering to established clinical protocols and regulations.
- Ensured compliance with professional standards via accurate clinical documentation.
- Educated and supported patients and families to enhance their understanding of care processes and promote compliance.
- Navigated diverse medical surgical and emergency environments effectively.
Clinical Educator (Undergraduate Nursing)
- Guided undergraduate nursing students through clinical placements to enhance hands-on learning.
- Supervised and coached students in clinical skills and professional practice to foster competence and confidence.
- Facilitated translation of theoretical knowledge into safe clinical practice, bridging classroom learning with real-world application.
- Assessed student performance against clinical learning objectives.
- Provided feedback and guidance to support student development.
- Promoted safe practice and adherence to professional standards.
Education
Masters Degree - Health Management
ACU
Brisbane, QLDSkills
- Leadership and Team Management
- Coaching and capability development
- Operational oversight and work allocation
- Complex matter management
- Psychologically safe workplace fostering
- Decision-making and assessment
- Risk identification and escalation
- Policy framework interpretation
- Referral pathway determination
- Regulated environment experience
- Healthcare regulation standards
- Workplace advisory frameworks
- Contractual policy interpretation
- Record keeping requirements
- Operational management
- High-volume service channel management
- Dashboard monitoring and metrics analysis
- Workload prioritization and allocation
- Workflow development and process improvement
- Quality assurance and risk assessment
- Customer service excellence
- Team leadership and coaching
- Data analysis and critical thinking
- Emotional intelligence application
- Stakeholder collaboration and goal setting
- Documentation and reporting skills
- Daily activity oversight and work planning
- Change management expertise
- Performance improvement strategies
Personal Information
Title: RN
Key Skills And Capabilities
- Leadership and Team Management
- Leading high-performing teams in complex service environments
- Coaching and capability development
- Work allocation and operational oversight
- Supporting staff managing complex or emotionally demanding matters
- Fostering a psychologically safe workplace
- Assessment and Decision-Making
- Structured assessment of complex matters
- Risk identification and escalation
- Policy, legislation and framework interpretation
- Determining appropriate next steps and referral pathways
- Regulated Environment Experience
- Healthcare regulation and professional standards
- Industrial and workplace advisory frameworks
- Insurance and contractual policy interpretation
- Documentation and record keeping requirements
- Operational Management
- Managing high-volume telephone and digital service channels
- Monitoring dashboards and operational metrics
- Workload prioritisation and allocation
- Process improvement and workflow development
Professional Registration
Registered Nurse, Australian Health Practitioner Regulation Agency (AHPRA)
Timeline
Team Leader – Member Connect
Queensland Nurses and Midwives’ Union
01.2022 - Current
Team Leader – Medical Assistance
Allianz Partners
01.2015 - 01.2022
Clinical Educator (Undergraduate Nursing)
Clinical Nurse / Registered Nurse
Mater Hospital
1998 - 2012
Masters Degree - Health Management
ACU