Experience

Capita Business Services

• IT Services and IT Consulting
• 300 - 400 Employee

• Local Training Manager

  • Apr 2016 - Present

  My key responsibilities are to provide my Customer’s with local leadership for the implementation of new business transformations such as new support tools and business processes. My Customers are GP practices, dental surgeries, opticians and pharmacies. In practical terms, this includes local training, briefings, online system support and being a local point of contact to resolve issues. In addition, I also lead face to face meetings with Doctors, Dentists and Opticians to perform Disclosure and Barring Service checks to confirm the necessary documentation and permits to work for the NHS are correct and in place. I work from home and travel most days to meet with my Customers. I have business objectives in place which are linked to the number of Customer visits I complete, I am proud to say of the 42 local training managers, I am currently performing as the second most productive and during April was the most productive. In addition to my main responsibilities, I have covered the “Medical Records Head” providing verbal reports to my Director, suggested and set-up a small project team to improve the process around the Customer Relationship Management (CRM) system, which led to me training my colleagues on the new processes and working with a Transformation Project Manager, supported the improvement and implementation of processes with the Performer Lists Team. Show less



Sopra Steria

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Medical Records Team Leader

  • Nov 2014 - Present

  As the medical records team leader I have overall responsibility for the movement of medical records in the South West of England, North East London and East Midlands. In order to discharge my responsibility I lead a team of 17 medical record officers and 1 local team leader across offices in Exeter and Derby.During my period as team leader I have substantially improved the performance of my teams, Exeter has seen a twofold improvement with Derby improving by over 50%. In both sites, our 2 day key performance indicators are now being met consistently. In order to achieve these improvements I have personally introduced a number of process improvements, the most significant of which was when I created archiving reports saving 10% effort. In addition to these process improvements I also drive my team to improve productivity, this being achieved through team performance HUB meetings, practical problem solving sessions and 1:1 meetings.In my role managing my team I have successfully performance managed, manage staff absenteeism and conducted disciplinary sessions with individual team members. Operationally my responsibilities include the following activities; receipting for suppliers, dealing with complaints from surgeries, continuously improving the service by communicating with the team & dealing with quality errors, handling projects to reduce costs, having bi-weekly contact with my Derby team, reporting to senior management on a weekly and monthly basis, creating and changing the rota to organise the team around annual leave, hiring and termination of temporary staff, process confirmation and creating SOPs, MWOs & purchase orders.I have now recently received a “Service Excellence Award” for bringing the Derby site up to the same standard and performance as the Exeter site. Show less

• Secondment LEAN Team

  • Feb 2014 - Nov 2014

  Due to my work while I was a champion for the Lean Team, I was recognised for doing brilliantly. This lead to me being seconded onto the Lean Team where my key responsibilities were; to standardise the 3 sites to one way of working, testing and coming up with ideas on the best way to work. Creating standard operating procedures for all tasks, all 3 sites undertook. Motivating the team to come up with problems and solutions themselves.Also i was put in charge of creating 3 electronic excel spreadsheets, which all fed into 1 main hub. The employees would then input their statistics each day into them and allow management to monitor, create targets & reward any employee exceeding their targets. Show less

• Process Assistant

  • Sep 2012 - Feb 2014

  My responsibilities were to sort, organise, file and prepare GP Medical Records for secure dispatch to multiple destinations across the South West of England.I oversaw three people in my day to day duties, organising their time to meet deadlines of the day. This gave me the opportunity to show I’m a capable team leader, able to delegate and manage tasks in a fair and decisive manner.I had the opportunity to influence the way in which the team operates by providing suggestions and ideas for improving the operating procedures, this included use of Microsoft Excel plan and which was immediately accepted by my manager and put into place. I also had the opportunity to discuss my ideas with senior visiting managers, who were very interested to hear my views; this also demonstrates my abilities to competently communicate at all levels of management.I was chosen by my manager to liaise with clients. In one case I had to manage the transition of Dorset surgeries and the hospital post to our Exeter site. To do this I had to meet with clients in Dorset and understand their operation and consider required improvements, as a result I successfully reduced the number of people working in this area from 5 down to just 1. As part of this responsibility I dealt with any issues arising with the Dorset post and oversaw its operation. For my efforts in this area I was awarded a £50 service excellence award.During this period I was selected as a “Champion” for the lean project within the Primary Care Services. My responsibility was to create value stream maps and build an electronic & physical performance hub for the Exeter site, as a direct result of my efforts in this area my project saw performance improve two fold. Show less