Susan Rice
Melbourne,VIC
Summary
Dynamic Senior Program Manager with extensive experience at Eastern Melbourne Primary Health Network, driving innovative healthcare initiatives and strategic partnerships. Proven financial acumen and leadership in managing multimillion-dollar portfolios, enhancing aged care services, and pioneering virtual care models. Recognized for impactful policy development and stakeholder engagement, delivering measurable outcomes in complex health environments.
Overview
26
26
years of professional experience
Work History
Senior Program Manager Chronic and Complex Conditions and Aged Care
Eastern Melbourne Primary Health Network (EMPHN)
05.2021 - Current
- Led a high-performing team managing a $20 million portfolio in aged and chronic complex conditions programs, overseeing program implementation and financial oversight with strategic engagement across local, state, and federal sectors.
- Drove innovative healthcare initiatives and policy, including the commissioning of Australia's first virtual ED, integration of value-based healthcare frameworks, and the launch of pioneering aged care and chronic disease services for hard-to-reach populations.
- Commissioned the first virtual ED in Australia, establishing a model adapted by the Victorian Virtual Emergency Department (VVED).
- Developed and delivered the organisational wide commissioning strategy.
- Launched integrated programs such as IDEAS and chronic disease management, enhancing hospital and primary care collaboration.
- Completed user interface testing on a variety of policies, procedures and frameworks.
- Developed and implemented program monitoring frameworks and high-level program logic for outcome-based healthcare delivery.
- Chaired key procurement panels, ensuring transparent and strategic selection processes across critical program initiatives.
- Advanced sector knowledge on aged care reform, contributing to the upcoming Support at Home Program to improve national care delivery.
- Established and operationalised the My Emergency Doctor virtual emergency department, reducing wait times and improving access to urgent care.
- Launched the Lilydale Integrated Youth Health Hub, delivering accessible, multi-disciplinary health services for youth in the region.
- Enhanced the Aged Care Care Finder Program, achieving streamlined service access for older adults in need of complex care support.
- Recognised as a finalist in the Vic Public Healthcare Awards for the after-hours mental health nursing and liaison service, highlighting significant improvements in after-hours mental health care access and coordination.
Lead After Hours and Sector Capacity
Eastern Melbourne PHN
01.2015 - 01.2021
- Led the After Hours program with a $6million portfolio across a range of program areas including aged care, primary care and mental health.
- Responsible for commissioning, including designing and tendering multiple projects, across the catchment.
- Led a team to contract manage over 50 projects incorporating high level, data driven reporting which was provided to the Board and Department of Health and Ageing (DoHAC) as part of the monitoring process.
- Oversaw the After Hours program and led acute sector diversional strategies in collaboration with primary and acute care, driving innovative program development that set standards later adopted by the State Government.
- Contract managed key health programs including After Hours Clinic, Health Systems Navigator, and Aboriginal health initiatives, and developed high-level procurement and evaluation frameworks to support program delivery and impact.
- Delivered a number of innovative programs which have since been replicated by the State Government, particularly in the virtual care space.
- Established and co-designed programs which are now embedded into local health services.
- Pioneered virtual care programs, setting foundational models now embedded within local health services and replicated across state-level initiatives.
- Enhanced after-hours service accessibility through targeted contract management of culturally inclusive and community-focused health programs.
- Developed comprehensive procurement specifications and evaluation frameworks for high-profile tenders, ensuring rigorous standards and program alignment with strategic health goals.
- Being the Subject matter knowledge and high level stakeholder engagement resulted in my appointment to the federal government After Hours Round Table with representation from the Australian Medical Association (AMA), Secretary of the Department of Health and Ageing and Royal Australian College of General Practitioners (RACGP).
- Contract managed a variety of programs including After Hours Clinic, Health Systems navigator and Aboriginal health programs in the after hours service.
- Developed specifications, evaluation framework and procurement documentation for a number of high level tenders.
Health Service Consultant
Health Service Consultant - own company P/T
01.2018 - 12.2018
- Working across the complexities of the health care sector, my work as a consultant involved working with clients to identify their needs.
- During my time as a consultant I designed and developed organisational wide policy, implement evaluation and monitoring systems to demonstrate values and outcomes and completed tender writing and submission.
- Development of reporting and monitoring systems for a number of not for profit Organisations.
- Tender writing and submission.
- Quality and risk management frameworks.
- Business case development.
- Needs assessment and planning.
- Program Logic and evaluation framework development.
Aged Care Co-Ordinator
Eastern Melbourne Medicare Local
01.2011 - 01.2015
- Lead and delivered the Aged Care Program across the Eastern Region including the development of the Residential Aged Care Home Visiting GP Service, After Hours Residential Aged Care Service collaboration, training and networking program.
- Established effective key stakeholder relations with Ambulance Victoria and Department of Health Residential In Reach Services to deliver a number of impactful programs to drive improvements in healthcare for residents residing in Aged Care facilities.
- Established the first Aged Care Program at the Eastern Melbourne Medicare Local.
- Establishment of a sector first Advanced Care Planning Consortium across the Eastern Metropolitan Region.
- Member of the Eastern Metropolitan Region Palliative Care Consortium.
- Enhanced capability of RACH staff and primary care clinicians to provide improved care for residents residing in RACHs and in the community.
Strategic Health Planner and Team Leader Environmental Health
City of Casey
01.2000 - 01.2005
- Managed the Public Health Unit across the City of Casey and developed the Strategic Wellbeing Plan.
- Lead statutory requirements under the Health Act (now Public Health and Wellbeing Act).
- Implemented health promotion programs in the community.
Education
Master of Health Science -
Deakin University
07.2025
Certificate IV Workplace training and Assessment -
Swinburne University
01.2000
Bachelor of Applied Science - Environmental Health
Swinburne University
01.1999
Skills
- Senior leadership
- Financial acumen
- Performance management and enhancement
- Business growth
- Coaching/Mentoring
- Clinical Governance and accreditation
- Operational enhancement
- Stakeholder engagement and enhancing partnerships
- Health promotion and evaluation
- Aged care knowledge and sector experience
- Policy development and delivery
Volunteer Experience
- Vice President: Mt Evelyn Memorial Pre-School
- Volunteer Athletics Victoria
- Committee member Mount Evelyn Football Club
- Team Manager: Lakers Basketball
Awards
- Winner of Policy for Structural Change VIC Health Awards
- Commissioned Service: Healthy Ageing Service Melbourne University Psychiatrists Award for mental health innovation
- Nomination for the commissioned service: After Hours Mental Health Nurse and Liaison Service for the Victorian Public Healthcare Awards 11/01/24
Accomplishments
- Winner Public Health Care Award for innovation
Timeline
Senior Program Manager Chronic and Complex Conditions and Aged Care
Eastern Melbourne Primary Health Network (EMPHN)
05.2021 - Current
Health Service Consultant
Health Service Consultant - own company P/T
01.2018 - 12.2018
Lead After Hours and Sector Capacity
Eastern Melbourne PHN
01.2015 - 01.2021
Aged Care Co-Ordinator
Eastern Melbourne Medicare Local
01.2011 - 01.2015
Strategic Health Planner and Team Leader Environmental Health
City of Casey
01.2000 - 01.2005
Master of Health Science -
Deakin University
Certificate IV Workplace training and Assessment -
Swinburne University
Bachelor of Applied Science - Environmental Health
Swinburne University
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