Morgan Smith Email & Phone Number

Bournemouth, England, Gb

Bournemouth, England, United Kingdom

Acting as a right-hand man to our CEO, I’m responsible for the Audit and MI Portfolio which finds, highlights and resolves a variety of business issues and reports on how the business is performing. Responsibilities include;- Lead a team of Internal Auditors & Investigators - Oversee the Technical and Software Development Team, leading 4 Senior Developers & Software Engineers- Liaise with business owners and fellow Senior Managers to design, prioritise and build business change - Author and maintain all business logic, policies and procedures- Find, diagnose and fix business procedural and systemic problems- Author, develop and maintain all contact-free, Operations training across the business- Oversee all internal audit functions across the business- Oversee all software and system testing across the business- Develop technical specifications for maintaining and enhancing our bespoke, custom built SAAS platform, to be built by Software Engineers

Bournemouth, England, United Kingdom

Lead on the Trust-Wide Learning from Deaths Project; one of the highest priority projects for the Trust in 21/22. Working directly for the Chief Medical Officer and Associate Director of Quality, Governance and Risk, implementing Trust-Wide process and culture change around Learning from Deaths. Two-fold project post-merger: - Streamline the Verification of Death, Mortuary Admission, Medical Examiner and Mortuary Release process.- Establish and standardise the Learning from Deaths/Mortality framework and processes across UHD.Establish a multi-disciplinary Project Group to steer the project, incl. Consultants, IT professionals and Quality and Risk representatives. Create all project documentation, including Project Plans, Reporting Requirements, IT Automation plans and Training Documents. Establish and facilitate multiple Task and Finish Groups, with multi-disciplinary and multi-site attendance to steer specific parts of the project forward.Represent the project at multiple Trust groups, including the Mortality Steering Group and individual speciality M&M meetings. Create solid working relationships with several staff groupings, including Consultants, Matrons, Service Managers and IT teams. Develop a system specification to replace a Microsoft Access database, oversee the successful closure of this and implementation of it’s replacement.

Bournemouth, England, United Kingdom

Provide stability after the 3rd wave of Covid and recent merger of the Office with the Poole team. Standardise approaches, processes, forms and databases to offer a united, core service. Creation of SOPs, process maps and flowcharts to reflect new processes. Co-Lead on the Community integration and expansion of the service in East-Dorset, with the SW Regional Medical Examiner Officer, resulting in system-wide change to processes. Working with partner organisations and GP Practices to create a united and streamlined service. Development of appropriate policies and HR documents, including a Pan-Dorset Information Sharing Agreement and Job Descriptions/Person Specifications for staff. Secured additional office space following a business case to the Trust’s Space Utilisation Group.Create an operational specification for a new module on SystmOne, to allow for an electronic referral to the ME service from GP practices pan-Dorset. Later shared with the SW region for adaptation/implementation locally. Develop strong working relationships with internal teams, Consultants and General Managers, along with partner organisations, including CCG, Acute and Community Hospitals, Coroner’s Office and GP Practices. Oversee the Community Medical Examiner Office workstream. Line Management for 2 MEOs and 5 Senior GP Medical Examiners. Responsible for operational, strategic and HR matters, including allocation of workload to all staff, appraisals, annual leave and recruitment. Lead on recruitment for Consultant/GP Medical Examiners and Medical Examiner Officers for the Service.Represent UHD at county-level at CCG Task & Finish Group, which was a HSJ Award 2022 Finalist for ICS of the Year!

Bournemouth, England, United Kingdom

Reporting to the Director of MI, working as a Senior Project Manager across MI and Operations, managing multi-disciplinary projects across various work-streams and business areas.Co-ordinate and lead on changing and streamlining of Collection Operations across all subsidiary companies, engaging and liaising with individual CEOs and Head of Operations, along with Richmond Group’s Directors and CEO. Ensured for compliance with national framework and regulations across all subsidiaries’ territories. Removed complex and historic processes, replacing them with efficient and lean processes, to maximise collection.Developed and implemented key operational logic and process changes during the Coronavirus Pandemic for our 3 biggest subsidiaries, complying with the individual national regulations. Provided fully remote, non-contact training and monitored agent performance. Co-ordinate and lead on a system efficiency project to reduce wasted opportunities and increase operational capacity in our collections systems. Conducted research and analysis on account history and transaction data, before writing Case Allocation logic flow and system specification. Reduced case allocation by ~50%, only assigning cases to agents who were at high risk of non-payment, based on their account and transaction history.Developed and implemented fully remote, non-contact training to increase knowledge and abilities of customer-facing teams, based on the newly changed operational processes.

Bournemouth, United Kingdom

The Richmond Group invests in fast-growing EdTech, FinTech and PropTech startups, with a vision to reinvent how we learn, live and work.Lead an improvement audit and project related to bank reconciliation, across all subsidiaries. Driving efficiency, best practice and streamlining approaches to ensure for accurate reporting, analysis and a correct loanbook. Conduct back-end function/system audits, following changes and releases to logic and systems, to check key functionality is working. Helping find ways to change and improve systems and logic, to keep driving system development and ease of use. Internal secondment to Business Change. Focussing on process changes to Payout Operations, increasing efficiency, reducing customer contact time and allowing for better customer experience. Guiding key system changes to complement the new processes, increasing system automation and usability. Using MS SQL for data extraction and reporting.

Dorset - County Wide

To support and manage delivery of patient experience projects and related service developments across the Trust, achieved through various practices including: team engagement and influence, training and promoting systems/processes, data collection, reporting and analysis.Support teams on implementing best practice and processes, learnt from other teams, to capture patient feedback for their service, and how they can best utilise the information on service continuity and improvement. This includes supporting the continuous use and development of the Friends and Family Test across the Trust, and assisting teams in capturing more qualitative data through Service Specific Surveys.Initiate, develop and maintain good working relationships with colleagues, both with team members and senior managers, and support the team, where required, to ensure targets are met. Work with immediate colleagues to create an open and honest culture, where we can learn from current and previous patient experiences, and communicating these back to the relevant teams.Assist with and complete the monthly, quarterly and annual reports, running the required reports, analyse data, and communicating performance to senior management, our performance department and the relevant teams.Responsible for capturing and providing Patient Stories for the Trust, particularly at Trust Board level. This includes initiating stories, to writing the story up (which includes triangulation data), to then feeding back to the patients on how their story is progressing.Co-ordinate and take part in Quality of Interaction Schedule visits for the Trust. Report findings to the Trust Executive Quality and Risk Committee in a formal report and feedback to relevant parties including Quality Assurance.Lead and oversee workflow and capacity of the team’s bank administrator, ensuring the staff member is appropriately settled into the team, agree workload and duties, and ensure tasks are completed in a timely manner.

Poole, England, United Kingdom

Working in the Complaints and Patient Experience Team, covering both Complaints/PALS and Patient Experience. Facilitated the Trust’s full complaints function with one other staff member, administering and managing circa 500 complaints yearly, whilst ensuring for compliance with national NHS complaints handling and resolution guidelines, alongside local Trust policy. Dealt with distressed and often abusive customer complaint calls and written communication, ensured accurate logging of each complaint onto the management system (Ulysses), before providing clear handovers of complaints to each investigating officer. Advised staff on how to approach, investigate and respond, as well as writing complaint and CEO response. Construct key complaint reports at local team and Trust Board level, conducting thematical analysis to understand key complaint themes and areas across the Trust.Facilitated the Trust’s full PALS function with one other staff member, handling circa 1500 patient and public enquiries yearly. Answered a variety of enquiries, provided confidential advice to both patients and members of public about services that Dorset HealthCare provide, liaised with staff and patients to ensure for accurate advice and, signposted patients to relevant services outside the Trust, where appropriate.Provided administrative support for the Patient Experience function, mainly through data entry/management and process administration.

Poole, England, United Kingdom

Facilitation and management of PHP’s full complaints process, administering and managing circa 100 complaints yearly, whilst ensuring for compliance with company policy. Management and preparation of complaint reports for the Board of Directors and Resident Panels, on a yearly and quarterly basis, highlighting key themes and trends. Identified inefficiencies within the Post Handling Process, taking advantage of my previous experience in the Customer Service Team. Reviewed and process mapped the previous procedure and analysed data looking at current efficiency, after conducting timing tests with the team. Prepared and reported a business case to the Head of Business Support and the Customer Service Lead which resulted in new processes that were implemented, expanding productivity by 95%. Presented and ran key training sessions for all staff involved on new processes, pre-implementation.Conducted several high-level, multi-disciplinary complaint investigations, providing impartial and independent oversight. Development of new customer Satisfaction Surveys for Complaints, New Homes, ASB and the 'Your Money' Team. Administration and monitoring of all Warning Flag Indicators held, including 6 monthly reviews reporting to an elected panel and provision of written reports on the outcomes. Collaborated with the Policy Officer with Freedom of Information requests, Subject Access Requests and changes to the Data Protection Act with GDPR. Key to PHP’s GDPR review, critically analysing how all data is held for the company, where it is held and provided recommendations on we could look at to improve any filing/data management. While ensuring legal compliance. Providing administrative support for a Welfare Benefits Team, by logging all referrals and the outcomes, booking in appointments, managing diaries and carrying out promotional tasks.

Poole, England, United Kingdom

Working on the main helpdesk and reception desk, as a front line officer for queries and raising repairs orders for our properties and estates, liaising with residents, staff members and contractors. Administrated Anti-Social Behaviour reports through successful report triaging and follow-up communications, before completing a handover to the relevant Housing Officer. Completed other ad-hoc tasks, as required.

Level 5 Award In Managment And Leadership, Pass

Level 3 Award In Project Management, Pass

Level 2 Certificate In Housing Practice, Pass

Btec Level 2 Diploma In Customer Service, Pass

Earned whilst completing my Customer Service Apprenticeship, at Poole Housing Partnership.

12 Gcse'S, A-C

Including English and Maths