Daniel Doherty Email & Phone Number

Glasgow, Scotland, United Kingdom

Providing senior operational leadership of teams within SCW’s Care Navigation Services, including IMS (Immunisation Management Service) and PTAC (Patient Transport Advice Centre) services. Ensuring delivery to a range of multiple service level agreements and shorter-term assignments with multi-disciplinary teams from across SCW.Compassionately leading the Care Navigation Service to optimise staff wellbeing and ensure resilient and efficient, high quality service provision with a focus on patient orientated outcomes.Ensuring the application of good governance and adherence to local and national policy and industry standards in delivery of the SCW Care Navigation services.Development and delivery of a comprehensive strategic approach to CNS services which underpins national, regional and local system priorities.Leading the development of care navigation services, building relationships with key local and national stakeholders, supporting business growth and development of new care navigation service offerings.Contributing to sound financial management of the service and delivery of the outcome of the business processes for SCW Clinical Services, Quality and System Performance Directorate and the wider organisation.

National Immunisation Management Service (NIMS) Senior operational manager within IMS (Immunisation Management Service) with direct line management responsibility for multiple Shift Managers, Team Leaders and Call Handlers (80 FTE).Leading the team to ensure robust governance in assuring all essential elements are in place to ensure high quality delivery of services.Committing to and delivering continuous service improvement, undertaking performance management activities to meet quality and productivity targets.Ensuring value for public money and helping to improve outcomes for patients through innovative, efficient and robust service delivery and management of patient facing services.

Glasgow, United Kingdom

ERS Connect & Expert Solutions (Stericycle Communications Solutions)Responsible for the recruitment, management and performance of employees and teams at multiple sites and working remotely across the UK. Delivering high standards of service in patient communication, customer service, careline and call answering services.Clients including the NHS, Alpro, Vauxhall and 60+ SME.

Glasgow, United Kingdom

Managing a team of Agents and Team Leaders providing patient communications on behalf of NHS Trusts across the UK. Responsibility of all areas of people management including recruitment, staffing, HR & Payroll, communication, quality & compliance and SLADelivering multiples services, SLA and customer satisfaction.Increased headcount in the contact centre staff from 60 to 200 (75 FTE), with an average turnover rate of 4.7%.

Glasgow, United Kingdom

Managing call quality, compliance and recruitment and training.Developing and managing a BMS system and writing and developing procedures and work instructions.Key involvement in securing and managing ISO 27001 - Information Security and managing the existing ISO 9001 – Quality.

Glasgow, United Kingdom

Accountable for call quality, compliance and adherence to industry regulations.Creation and development of robust processes, policies, and systems to improve standards and consistency. Planning and implementing structured and engaging training programs in key areas for staff members at all levels, to ensure continuous improvement and adherence to SLA and contractual requirements. Working directly with BPO clients as an extension of their business to deliver service levels results and customer experience.Clients: Hiscox Business Insurance, Tiscali and Bank of America/MBNA Europe.