Lauren Hughes
Pacific Pines,Australia
Summary
Dynamic professional with extensive experience at Gold Coast Health, excelling in project management and team leadership. Achieved statewide stakeholder engagement and training completion rates, enhancing referral efficiency. Proven track record in process improvement and strategic planning, driving operational excellence and patient-centered care in high-pressure environments.
Overview
8
8
years of professional experience
Work History
A/PROGRAM OFFICER (AO5)
Gold Coast Health
07.2025 - Current
- Managed referral management processes to ensure effective delivery of Smart Referrals, Clinical Prioritisation Criteria, and related digital systems across Gold Coast Hospital and Health Service.
- Coordinated delivery of referral management work packages, collaborating with clinical and management stakeholders to ensure solutions met healthcare service needs.
- Supported governance, risk management, and communication strategies to maintain stakeholder engagement and continuous improvement.
- Prepared executive reports, monitored project performance, and facilitated user engagement for Smart Referrals and related systems.
ADMINISTRATION COORDINATOR (AO4)
Gold Coast Health
10.2022 - Current
- Led a team of 20+ FTE across three clinical business units, delivering high-quality, patient-focused administrative support to enhance operational efficiency and service delivery in the Cancer and Blood Disorders Outpatient (Substantive) Department, Cancer Clinical Trials Department and the Day Medical Unit.
- Managed operational alignment with division coordinators and clinical leadership, optimizing processes to achieve organizational goals and exceed key performance indicators for patient services.
- Managed staffing operations for 20+ FTE across three clinical business units, leveraging data-driven rostering, leave management, and workload analysis to minimise overtime and ensure service continuity.
A/ADMINISTRATION MANAGER (AO6)
Gold Coast Health
06.2024 - 07.2024
- Provided strategic leadership and management of administrative services within operational divisions at Gold Coast Health, ensuring alignment with business goals and clinical governance standards.
- Led and developed administration teams, driving digital transformation, workplace efficiencies, and a high-performance culture focused on patient-centered care.
- Managed financial and resource planning, policy development, and complex project delivery in collaboration with executive and multidisciplinary teams.
- Directed workplace relations, risk management, and organisational change initiatives to support sustainable service delivery and staff engagement.
ADMINISTRATION OFFICER (AO3)
Gold Coast Health
07.2017 - 10.2022
- Booking of patients into cancer outpatient appointments.
- Answered incoming telephone calls and responded to patient enquiries promptly and courteously.
- Achieved timeline and quality targets when organising large volume of records.
- Liaised with internal teams and external customers to facilitate smooth communication and handle requests.
Education
Diploma of Business - 2022
Gold Coast Tafe
Skills
- Office Management
- Team Leadership
- Employee training
- Budgeting and Finance Management
- Communication Skills
- Project Management
- Process Improvement
- Data Analysis and Reporting
- Time Management
- Technology Proficiency
- Referral management
- Data analysis
- Strategic planning
Accomplishments
- Led the rollout of qhRefer across Gold Coast Hospital and Health Service, streamlining referrals by onboarding all eBlueslips users and migrating credentials, while supporting go-live operations and achieving the highest stakeholder engagement and training completion rates statewide.
- Onboarded the high-volume Lung Function Laboratory to Smart Referrals Workflow Solutions, collaborating with clinical and admin teams to map, optimise, and digitise referral workflows, improving operational efficiency and access to care.
- Contributed to the design and implementation of a new cardiology phone system, enhancing operational efficiency, reducing admin workload, and improving patient communication and experience.
- Managed an employee on a performance improvement plan, facilitating skill development through structured feedback, mock assessments, and HR reporting, while coaching the line manager on effective support strategies.
- Supported the implementation of a new cardiology phone system, ensuring minimal disruption to workflows and improved patient experience by streamlining call management, reducing wait times, and enhancing communication.
References
- Courtney Brooker, Administration Manager Medicine, courtney.brooker@health.qld.gov.au, 0447488236
- Dr Rachel Wooldridge, Clinical Director Cancer, Blood Disorders & Respirator, rachel.wooldridge@health.qld.gov.au, 0448 099 128
Timeline
A/PROGRAM OFFICER (AO5)
Gold Coast Health
07.2025 - Current
A/ADMINISTRATION MANAGER (AO6)
Gold Coast Health
06.2024 - 07.2024
ADMINISTRATION COORDINATOR (AO4)
Gold Coast Health
10.2022 - Current
ADMINISTRATION OFFICER (AO3)
Gold Coast Health
07.2017 - 10.2022
Diploma of Business - 2022
Gold Coast Tafe
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