Jonathan Finney Email and Phone Number

Leading a team with responsibility for engaging with and supporting >500 hospitals and >14,000 consultants with their compliance obligations. I lead on our digital strategy and product development pipeline for our patient website and member portal. I oversee our communications and PR planning and programme.

Supported the delivery of work packages in PHIN’s Engagement Team, including project management, stakeholder engagement and communications to:1. Transform PHIN’s consumer facing website, including, backlog creation, developing user journeys, UX and design standards and overseeing construction and UAT of the new site2. Ensuring a high quality author experience, including workflow for publishers and content optimisation for SEO and social media amplification3. Work with the Operations Director to produce a roadmap for website development over the next two-three years4. Support the Operations Director to progress a Content/Communications Strategy, including engagement with current and prospective subscribers, patients and the broader healthcare industry5. Develop plans to support the expansion of PHIN’s Subscriber base to include cosmetic surgery providers, NHS Private Patient Units and 12,000 consultants in private practice.

From July 2014 I joined the Bupa’s digital team, reporting to the UK Digital Director. I focused on redesigning the organisation’s health content proposition online to increase consumer engagement and drive ROI. My responsibilities included: Driving execution plans against a set of benefit and cost guidelines  Working in collaboration with Digital Delivery Managers and wider stakeholders to align with key business and strategic priorities Taking a customer experience and UX mindset and producing UX deliverables  Representing at key steering meetings to discuss performance and plans Maintaining a consolidated list of prioritized requirements for designated customer journeys based on ROI as core programme input Leading the project team, including recruited 3rd party resources Demonstrating where and how key journey/segment development can significantly enhance commercial return (sales and lower cost to serve) Driving business case development and approval to justify implementation / build of key requirements that require additional investment  Providing go/no go authority prior to key journey/segment developments being released to customers

As well as providing Bupa’s Chief Medical Officer with business administration, I led the health content team with responsibility for ensuring that services supported Bupa’s international businesses as well as the UK. Key responsibilities included: Co-leading work on creating a global health content strategy Setting up an account management process for editors to support key stakeholders in our UK and International businesses Developing and adapting health content for international markets Piloting an API based global content sharing platform Enhancing consumer engagement through social media, including a twitter channel  Developing health content tailored for health apps and self-management programmes  Managing a content budget of circa £700k

As Development Manager, I consulted with business leads to gather requirements and commission health content to support consumer engagement initiatives, as well as: Representing Bupa on a working group to establish and pilot a new Information standard and maintaining the Standard’s accreditation since its launch Growing the library of online health content to more than 1,000 health information assets, including a range of interactive tools and health risk assessments Leading on content partnerships with Doctors Net and NHS Choices Overseeing production of a clinical animations and videos Responsibility for achieving targets for consumer reach, and commercial benefits Working with SEO agencies and optimising health content Supporting the creation of a YouTube health channel Overseeing recruitment of health editors and supporting resources

I worked with a medical manager to establish an in-house health information publishing team. The first project was to create a range of consumer resources to support a new 24/7 nurse led helpline. We then expanded the team and began developing a health information area on Bupa’s UK website. My role included: Proof-reading and overseeing medical sign off of all content Working with internal technical teams to design and publish health content to support health campaigns, with a focus on Bupa’s UK website Leading a team of health editors, establishing a network of freelance writers and commissioning health information from communications agencies Establishing quality and governance processes including two yearly review Monitoring budget expenditure and management reporting

Working with a new medical director (Dr Andrew Vallance-Owen) as a medical communications manager my, role included: Supporting the development of a consultant survey to benchmark consultant opinion, analysis of results and communication of key messages to senior managers Working with clinical managers on a range of projects, such as setting up specialist consensus panels to guide reviews of fee levels and clinical coding of procedures Creating communications to support a new ‘consultant partnership’ network, including the ability to offer ‘fee assurance’ to Bupa customers Creating and piloting ‘clinical care profiles’ with consultants Developing and producing a regular consultant partnership newsletter

Bupa established a professional relations team and I was invited to join the team to: Organise, attend and occasionally present at consultant forums and roadshows Provide support and communications for Bupa’s annual New Consultants Symposium Leading a small administrative team Liaising with Bupa’s medical director to resolve consultant questions and complaints

During my time with the department, I was promoted to lead a team of claims and policy advisers providing:  Tactful liaison with UK branch claims and customer services managers on complex claims and policy issues, adjudicating on member complaints when needed Contributing chapters and policies to a ‘claims manual’ aimed at ensuring national consistency of fair decision making  Following up and correspondence on fraud and underwriting issues Reviewing Bupa’s Schedule of Procedures (a manual covering procedure coding and fee levels) and leading a team responsible for ‘provider recognition’ and de-selection

In my first role with Bupa my responsibilities included accurate assessment of medical claims and administrative coding, member enquiries and resolving claims issues.

Sales Assistant (part-time while in education), Trainee retail manager (drinks chain) and Clerical Officer in the Civil Service