Experience

Midlands and Lancashire Commissioning Support Unit

• United Kingdom
• Hospitals and Health Care
• 400 - 500 Employee

• Complaints Officer

  • Oct 2017 - Present

• Complex Case Manager

  • Mar 2017 - Oct 2017

  I currently work as part of the NHS Continuing Healthcare Retrospective Review Team, however I am based in a different office than the rest of my team. My job is to manage the open complaints, assess the content of them and send to a Clinical Team member to review the case. Once the response comes back to me, I am responsible for creating the response and Quality Assuring the Nurses response before providing a complete response to the writer.As part of my job role I am also responsible for Quality Assuring the wider teams meeting minutes and Clinical Dispute reports. In order to do this I have to get together all of the relevant information and ensure that all questions have been answered thoroughly and in detail. I then ensure the documents are formatted correctly and create decision letters to be sent along with the completed minutes or reports. Other duties include:• Preparing case files for Independent Review Panels at NHS England or the Ombudsman.• Assisting colleagues with queries regarding complex cases • Creating monthly reports to provide to the Clinical Commissioning Group regarding cases

• Patient Experience Support

  • Oct 2016 - Mar 2017

  I worked on an interim basis for MLCSU as part of the complaints team. My duties included:• Monitoring the complaints inboxes for two CCGs and the CSU• Logging and allocating complaints• Fielding complaint's to relevant provider or CCG• Chasing up complaint responses• Drafting acknowledgement and holding letters to send to complainants• Answering queries by email and telephone• Completing Complaint responses to send to patients or complainants.Along with the above duties my job included assisting with PALS queries via telephone and also I shared part of my working week with the Retrospective Review Team in Jubilee House, where I completed complaint responses, investigations with Clinical team, Independent Review Panel case files for NHS England and other ad-hoc tasks as required.

• Senior Administrator

  • Aug 2015 - Sep 2016

  Supporting administration and clinical teams to complete Continuing Healthcare assessments within the given deadline. Responsibilities vary from compiling reports to writing bespoke letters to claimants and training other staff members. Other duties include:• Quality assuring admin/clinical work ensuring safe handling of sensitive material.• Handling a personal case load of 100+ cases and disputes.• Liaising with clinicians, local authority representatives, locality leads, business leads, patient advocates and family members; providing regular updates on the progress of cases.• Acting as a key point of contact on behalf of 11 Clinical Commissioning Group’s dealing with queries directly.• Managing my personal and clinical team’s diaries, organising meetings and allocating cases for panel.• Adjudicating meetings with clinical Staff and claimants/advocates; including minute taking.• Negotiating timescales when requesting medical records from external sources.



The Contact Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Bank Trainer

  • Sep 2014 - Aug 2015

  Reporting to the Learning and Development Manager and working with a small team to provide start-up training for new employees and in-house refresher training. Creating, planning and delivering interactive training sessions which maintained the high business standards. • Created a new training plan to help quality monitor advisors.• Delivered training for new starters to ensure that they were effective within agreed timescales, ensuring that the training programme was continually updated to meet current business needs.• Coached advisors to develop as individuals, with the aim to improve their skills and better their responses to customers through improved product knowledge • Took over escalated calls from advisors and provided feedback to help build confidence.• Tailored and developed training plans to cater to all individual learning styles.• Managed absence and other behavioural issues of trainees and escalated serious issues.• Ensured training met the needs of the client by providing detailed and factual reports on trainees’ progress to enable any development areas or strengths to be identified



Quicksilver

• Operations Manager

  • Sep 2009 - Aug 2014

  Reporting to Area Manager, leading and supporting 10 staff 24 hours a day. Responsibilities varied from managing staff relations to promoting the business and reporting financial turnover to the higher teams.• Increased sales turnover against previous years, which made us the highest performer out of 10 stores in the area.• Decreased staff turnover by up to 50% by increasing staff morale and creating an enjoyable employee focused atmosphere.• Led the venue through the change from daytime to 24 hour opening hours, increasing staff levels and sales turnover.• Recruited and trained staff, performed Payroll duties including staff rotas, cash handling, banking and other other management level administration duties.