Rupinder Gill Email & Phone Number

London, England, United Kingdom

Provide leadership for GP Liaison and the division of pathology support services across NWLP. Responsibility for the day to day operational management of NWLP multi-discipline specimen reception, centralized referral unit, logistics, call centre and GP supplies in collaboration with other pathology clinical and support services.

London, United Kingdom

• To developing and implement a GP engagement strategy to support the wider NWLP marketing and external engagement strategy.• To lead, manage and build GP relationships across the NWLP, working to achieve consistently excellent relationships and clear and responsive access points, and helping to ensure that NWLP delivers on its commitments to GPs.• To develop and share insight about GPs – behaviours, needs, satisfaction and perceptions as well as emerging business intelligence and referral patterns – to support better engagement, closer integration of care and improved service development.• To lead on NWLP communications and engagement opportunities for GPs to support effective relationships through high levels of awareness, understanding and engagement.

London, United Kingdom

To provide a single contact point for all Viapath customers who are experiencing customer service issues or need information about our services. This will include Guy's & St Thomas' hospital and King's College hospital, as well as Bedford and all other third party customers. This service supports existing customer service functions already in place across the business.To own all customer service issues and manage them to a successful conclusion within agreed time scales by working with the appropriate staff across the business, particularly in laboratory operations.To monitor and manage customer service issues and develop responses to any systemic problems.To support the development of a customer-focused culture across Viapath, led by the Executive team.To support and inform the ongoing development of the customer service strategy for the company.Developed a Customer Service Strategy and rolled out to organisation. Implementation of Improving Customer Service Awareness workshop to all customer facing staff and roll out to the wider staff throughout the organisation.A Client Relationship Management called Salesforce.com (SFDC) was implemented for both business development and customer services. All customer contacts are now held in SFDC, which allows the business development team to add all communications from emails to meetings under any customer. The customer services team can raise cases in SFDC under any customer, which allows all information to be ready available to both teams.

Ensured the UK Client Services and Referrals teams, combined to give an effective, seamless unit, capable of meeting the evolving needs of the UK and Ireland business units.Provided optimum Client Services team’s performance by providing leadership through support and assistance. Achieve the department’s goals of excellent client service and quality patient care.Ensured the services provided to clients for third party referrals are monitored closely and that appropriate action is taken to ensure that expectations are met.Lead and participate in client management process to improve and foster continuing process improvement, and to ensure proper set up for new clients.Acted as liaison between account managers and laboratory operations.Responsible for managing and developing key accounts to ensure high quality service.Responsible for preparation of departmental budgets for personnel, capital expenditures and operating expenses for managing departmental budgets.

London, United Kingdom

Provided optimum team performance by providing leadership through support and assistance to achieve the departmental organisational goals and objectives of excellent customer service and quality care.Lead Client Management Process to resolve all client issues, and to communicate to sales.Responsible for managing and developing key accounts to ensure high quality service. Responsible for hiring, managing, planning, scheduling, training, and coaching Client Services and Referral team(s).Collected data, produced metrics, and published reports on a routine basis in order to ascertain performance levels of department &/or individuals.Responsible for regular, effective proactive communication, both within team as appropriate, so that necessary information is available to all, ensuring quality standards and objectives are met.Provided support for various internal projects across Diagnostics business.

London, United Kingdom

Provided leadership and management for the primary customer services departments (Client Response Centre, Couriers, Specimen Processing Teams and Phlebotomy Services) and sales support and activities.Responsible for providing support services to sales and ensuring quality service to customers.Responsible for client set up process and bringing new customers live.Troubleshooting services to customers, prepare performance metrics.

London, United Kingdom

London, United Kingdom

London, United Kingdom