Natalie Harari Email and Phone Number

Key Responsibilities:● Manage and investigate complex high profile cases including cases referred by MP’s and cases with a high media interest● Liaise directly with relevant individuals to collate and analyse information to enable a thorough and unbiased investigation, ensure a complete record of all information gathered is maintained● Build detailed investigations to determine whether the correct legal procedure has been followed, and setting out the outcome of that investigation● Produce a reasoned report detailing investigations and conclusions in line with authorisation levels achieved using relevant software to provide a full audit trail for the client and the industry regulator● Serve as subject expert and first point of contact to support other team members and outsource partners by providing technical guidance, support and mentoring on claims● Work efficiently within strict time scales set out by the regulators and producing work to a high-quality standard● Keep up-to-date with all policy, procedural and regulatory developments● Meeting set targets in line with required quality and output standards, pro-actively reporting emerging issues● Provide input into the ongoing development of the claimant experience● Identify and escalate trends that occur as part of the root cause analysis; put forward action plans to improve processes

Key Responsibilities:● Developed and managed a high performing team of 15, continuously raised the bar and managed performance using best performance tools● Identified training and development needs through job analysis, appraisal schemes and regular 1-2-1s● Execute HR policies including sickness/absence monitoring and reduction; conducted staff performance management and implemented performance improvement plans to enhance staff productivity● Managed fortnightly team meetings to discuss barriers and ways to improve processes, continuously cascaded information to team members● Thorough analysis of team cases and risk management, liaison with Bupa Medical Directors and Bupa Surgical Consultants● Prepared cases for referral to the General Medical Council and small claims court● Liaised with external Bupa providers to investigate behaviours, evaluated breaches of contract and identified● defamation cases against Bupa● Reviewed and investigated business reports, created reports to facilitate any operational changes● Ensured the smooth running of the business and customer journey by analysing processes and identifying any weakness, put forward suggestions to deliver a world class service● Established relationships with internal and external stakeholders, handled queries and complaints from external customers and large blue chip organisations

Key Responsibilities:● Led a team of 20 through a variety of motivational and analytical techniques● Conducted 1-2-1’s, staff appraisals and setting SMART objectives and PDP’s● Provided weekly quality and call assessments for the team through side by side coaching, listening into calls or remotely● Held weekly SMP meetings with the team● Performance managing ensuring that the department was achieving and maintaining the overall business service level