Kylie Tucker

Led the strategic direction and growth of virtual care services under The Doctors Online (formerly HouseCall) brand. Spearheaded service design, operational delivery, and digital platform optimisation to ensure safe, accessible, and patient-centred telehealth. Collaborated with clinicians, technology partners, and internal stakeholders across 67 Green Cross Health medical centres to expand service reach, enhance user experience, and drive innovation in primary healthcare.

Key Achievements:

• Designed and implemented the Covid Care Service, reducing workload for network practices by managing Covid-positive patients with coordinated clinical and welfare support.
• Transitioned The Doctors Online from a pilot within a single practice to a fully scaled national online GP service, including contract establishment and new MedTech database implementation.
• Successfully expanded the service, resulting in a significant increase in patient consultations and virtual clinician FTE.
• Led the design and rollout of inbox management, repeat prescribing, and telehealth support services, alleviating staffing pressures across 67 medical centres within the Green Cross Health network.
• Developed standardised onboarding, training, and support systems for remote GPs, fostering a high-performing virtual workforce.
• Played a key role in RFP responses and service proposals, contributing to multiple successful contracts with Health NZ and large organisations across New Zealand and Australia.

Provided operational and strategic support to medical centres, enhancing practice performance. Assisted Medical Centre Managers and teams with business planning, financial management, HR processes, and continuous quality improvement to strengthen day-to-day operations.

Key Achievements:

• Supported The Doctors Ti Rakau in achieving Cornerstone Certification, enhancing clinical quality and organisational standards.
• Acted as Manager at The Doctors Ti Rakau (Aug–Oct 2021), guiding the practice through Urgent Care Certification during the Covid-19 lockdown, while navigating evolving safety protocols.
• Served as Acting Manager at The Doctors Red Beach (Oct 2021 – Feb 2022), leading the practice to Foundation Certification amid the Covid-19 pandemic.
• Enabled safe, high-quality patient care during the Covid response by establishing operational processes and supporting continuity across multiple practices

Managed a general practice with 3,700 enrolled patients and 13 staff. Led strategy execution, financial performance, business planning, HR, and continuous quality improvement.

Key Achievements:

• Grew the patient base in a newly established practice through community engagement and service development.
• Expanded the clinical team by recruiting a Nurse Practitioner, diversifying skillsets and addressing GP shortages.
• Introduced new services, including the integration of a MoleMap skin check service.
• Improved financial performance and EBIT through diligent financial oversight and cost management.
• Led the implementation of the Health Care Home model, fostering proactive, patient-centred care.
• Achieved Cornerstone Certification, demonstrating a commitment to quality standards.

Provided expert advice and hands-on support to medical centres, focusing on quality systems, accreditation readiness, and continuous improvement initiatives.

Key Achievements:

• Led QA2QI audits and pre-audit reviews, contributing to practices achieving and maintaining Cornerstone accreditation.
• Redeveloped the online SOP system, enhancing usability, compliance, and document control across pharmacy and medical centres.
• Rolled out RiskMan incident management and feedback system across the network.
• Launched the Manage My Health Patient Portal, improving patient engagement.
• Delivered MedTech guidance and training to medical centres, enhancing system adoption and efficiency.

Managed the Dunedin office and delivered consulting services to general practices across New Zealand, focusing on operational efficiency, IT systems, and business performance.

Key Achievements:

• Developed and delivered MedTech audits to optimise database functionality and improve practice performance.
• Created operational and MedTech support manuals, streamlining processes and ensuring system consistency.
• Led training initiatives, empowering teams to optimise systems and maximise revenue.
• Successfully managed IT system migrations for client medical centres with minimal service disruption.

• Supported practices across the South Island and Waikato with MedTech32 implementation, training, and ongoing support.
• Delivered demos, facilitated user groups, and provided client reporting.

• Managed clinic scheduling, surgical theatre lists, ACC processes, and health records for Navy personnel.
• Developed and maintained certification documentation for hospital compliance.

• Provided frontline medical support, triage, emergency response, and comprehensive clinical documentation.
• Awarded Top Student – Burnham Military Camp Defence Health School.

• Dispensed prescriptions, managed inventory, and supported daily pharmacy operations.