Frances Wright Email & Phone Number

Uk Wales

Patient Liaison Manager provides training and leadership to other Patient Liaison personnel, in support of the centre objectives and targets data in compliance with regulatory requirements. Key Responsibilities• Accountable for petty cash• Perform line management duties on Patient Liaison staff, set goals, set objectives and measuring performance through performance management toolkit.• Training staff• Accountable for staff training on current technologies e.g. Synergy, • Provide Resource and capacity planning, forecasting to the Centre Manager to ensure all business requirements are deliverable through available resources and plans as required.• Accountable for accuracy of diary management system.• Work with ATP and other relevant functions to provide accurate forecasting of projects/future projects. • Manage and coach direct reports to achieve monthly targets as set by the Centre Manger.• Lead, motivate, empower and inspire departmental staff • Accountable for best practice / process improvement initiatives at departmental level.• Manage underperformance proactively in line with company policy.• Drive compliance with Synexus and Sponsor quality objectives ensuring effective and efficient best practice processes, procedures and documentation to aid delivery and meet customer requirements. • Ensure excellent customer service as per UK Operational SLAs• Enhance current service to customers• Ensure compliance with company quality framework, regulatory (GCP) legislation, guidelines and international standards (Global/Local COPS & SOPS)• Ensure safe and efficient working environment.• Ensure patient facilities are operational and user friendly, reporting issues to the Centre Manager.• Ensure environmental policies and standards are met.• Strive to achieve own personal development and continuous service improvement to the UK business.• Share best practices with other sites• Complete other duties as assigned.

I have full budgetary and P&L ownership, strategic responsibility for driving and enhancing the customer experience within customer contact, whilst working across the wider company to drive continuous improvements, provide customer insight and be the voice of the customer.Motivate and inspire multi-lingual team to continually adapt and evolve and successfully implement transformational strategic change as required, offering a multi- channel customer proposition across sales and service delivery. Some of the duties will include: * Develop and implement the customer contact strategy to ensure the best levels of customer satisfaction and sales development. * Lead the contact centre team to meet all business objectives and to develop people to deliver to the best of their abilities.* Continuously improve processes across the contact centre to optimise operational effectiveness and efficiencies.* Enhance the customer experience and maximise revenue opportunities. * Gather detailed customer insight and provide information and feedback to all relevant parts of the wider operation.* Continually develop the role and function of the contact centre to meet changing market and commercial business needs.* Work with other senior stakeholders and colleagues across the operation to ensure that customer intelligence plays a key part in decisions and that continuous customer feedback is established* Manage and reduce costs of the contact centre while maintaining and improving service to the customers.* Build and develop a high performing environment and team, which develops and challenges the talent pool and manages performance effectively.

The Marie Curie Nursing Service works with the District Nurses to provide palliative care for end of life patients, irrespective of diagnosis, in their own homes and to support their families and carers. The Nursing Support Centre was created to support nurses 24/7 to ensure safety and clarity.• Management of 194 fte (Nurses Registered and Health Care Assistants• Coaching training• Maintaining service level agreement and reducing un-worked.• Recruitment• KPI SLA• Rotas for 32 Primary Care Organisations for 194 staff• Managing Guaranteed Services• Budget controls• Hr management, holiday, sick, 121’s and PPRD’s• Commissioning Meetings• Clinical Governance and training• Occupational Health

The team provides a range of asbestos management services: Surveys, sampling, statutory re-inspection, monitoring, clearance work, project management and reactive sampling. All specific requirements are managed through the Scheduling team and all pack information and consumables are managed through Field Support.• Day to day supervision• Reporting• Meeting KPI’s and SLA.• Scheduling• Maximizing productivity• New ways of working• Communication & Engagement• Administration• Customer service • Communication and engagement• Relationship management• Change management & Contract Management• Forecasting• Budget management

Responsible for managing the Call Centre & Operations delivering service levels and standards to all its customers, I was responsible for ensuring maximum operational efficiency, quality and performance throughout the 5 contracts Eden Springs, PPD, Active Cleaning, Brita Filter Water Taps and Eco. I communicate with all key stakeholders and manage all contracts. Key accountabilities include:• Recruitment • Manage 120 full time staff• 120 Field Engineers• Manage 6 Team Managers• Team development and training• Day-2-day management • Customer service • Communication and engagement• Relationship management• Change management• Contract Management• Forecasting• Budgets

Nvq Level 3+4, Business Administration And Management, General

Just starting open university degree for older adults health and social care

Gcse, English Language And Literature/Letters