Delia Greaves-Jimenez
Northolt,Middlesex
Summary
Dynamic and results-driven professional with skill sets encompassing interpersonal and communication skills, team collaboration, and strategic planning. Demonstrates exceptional leadership abilities, mentoring and staff empowerment, and proactive problem-solving. Adept at organisational management, performance monitoring, and multitasking efficiency. Fluent in Spanish with a knowledge of medical terminology. Committed to continuous learning and adaptability to challenges, aiming to leverage these competencies in a strategic role to drive organisational success.
Driven professional with proactive approach to managing healthcare practices. Possesses strong organisational and leadership skills, coupled with deep understanding of patient care and administrative functions. Aims to enhance operational efficiency and improve patient satisfaction through strategic management and collaborative team efforts.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work history
NHS Practice Manager
Broadmead Surgery
London
03.2023 - Current
- Enhanced practice efficiency by streamlining administrative processes.
- Ensured timely invoicing and payment collection from patients, maintaining financial stability of the practice.
- Improve overall efficiency of the practice by introducing modern technology solutions.
- Handle complaints professionally, resulting in increased patient satisfaction levels.
- Foster an inclusive culture within the practice, promoting staff retention rates.
- Ability to motivate staff, manage changes in practice service delivery and implement strategic ability effectively in to the surgeries working practices.
- Responsible for recruitment, induction, appraisal, and training of staff by Practice Manger and Team Reception Team Leader.
- Compliance with employment law, managing disciplinary and grievance procedures, and maintaining up-to-date job descriptions and contracts.
- Implemented new scheduling system for improved patient flow.
- Coordinated staff training sessions to enhance skills and knowledge.
- Developed comprehensive operational policies to ensure regulatory compliance.
- Increased patient engagement with implementation of educational materials around the practice.
- Managed staffing schedules, ensuring optimal coverage during peak times.
- Participated in interviewing, hiring and orientation of new staff, securing top talent to meet practice needs.
- Interact with and address patients complaints, finding mutually beneficial solutions.
- Complied with and maintained knowledge of government legislation and regulations.
- Coordinate and approved annual leave and long service leave for non-medical staff.
- Communicated agreed practice policy to staff and introduced systems for support.
- Managed procurement of practice equipment, supplies and services, consistently meeting budget targets.
- Oversaw and developed efficient appointments system, reducing patient wait times.
- Prepared budgets and annual plans to meet practice objectives and increase revenue.
- Developed and maintained practice insurance policies in liaison with insurers and professional advisers.
- Performed payroll duties and made appropriate returns to HMRC and Health Services Superannuation Scheme.
- Responsibility for the book-keeping of petty cash and payroll.
- Drafted timely financial reports as required by principals.
- Conferred with suppliers of goods and services, security personnel and pharmaceutical representatives on behalf of practice.
- Managed daily service operations through strategic care planning.
- Evaluated performance reports to monitor practice progress.
- Coordinated staff rotas to meet service requirements whilst remaining under budget.
- Collaborated with external providers to meet patient care continuity needs.
- Actioned public health campaigns to educate patients on current issues.
- Delegated clinical nursing tasks to meet patients' care requirements.
- Managing the administrative staff and non-clinical management of nursing staff, including securing funding and taking lead responsibility in staff appraisal and organising recruitment selection and training.
- Ensuring contracts of employment are provided to all staff and that all relevant employment legislation is followed. Ensuring the practice’s employment policies and procedures are comprehensive and up to date.
- Ensuring CQC compliance.
- Liaise and take advice from HR company when appropriate to ensure the most appropriate and balanced resolution.
- PCN Practice Managers meeting
- Fostering a collaborative working space within the PCN when working with neighbouring surgeries.
- Preparing a practice business plan, annual report and practice aims and objectives as required by the partners
- Keeping abreast of developments within the NHS that might impinge on the practice or individual partners and offering options for consideration by the partners. To share relevant information with the team to ensure adherence to contractual requirements and KPIs.
- As a member of a PCN, liaising and communicate with the PCN admin team, and fellow members, to help implement improved services for patients (i.e. extended hours access, BP at Home etc).
- Provide data on a monthly basis for practice reimbursement and monitoring.
- Ensuring all practice Policies are up to date and shared with the teams.
- Oversee and conduct all Appraisals for Administrative employees and nursing team.
- Recruited high-quality medical and support staff to enhance service delivery.
- Fostered strong relationships with patients through excellent communication skills.
- Promoted positive working environment with regular team meetings and communication.
Reception and Admin Team Leader
Broadmead Surgery
London
09.2016 - 03.2023
- Fostered a high-performing environment to drive productivity and quality.
- Led project coordination, resulting in timely delivery.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Encouraged open communication, fostering a positive work culture.
- Implemented new working methods which improved overall efficiency of the team operations.
- Increased team cohesion by implementing regular feedback sessions.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Clinical team rota management
- Reception/Administration team rota management
- Ensure appropriate reception was covered at all times.
- Arranged cover for sickness in both clinical and reception/administrative employees.
- Arrange maternity cover when required to do so.
- Organise and monitor the clinical rota, arranging Locum GPs/Nurses when required.
- Assisted the Practice Manager with QOF achievement, patient calling or any other delegated task from the Practice Manager or Partner.
- Covered Saturday AM Extended Access Hub to assist with reception duties
- Reception duties- incoming patient telephone calls, incoming mail, arranging patient transport, prescriptions, scanning.
- Managing everyday patient queries at reception
- Read-coding medical data as specified on patient letters or as directed by the Practice Manager or clinical staff.
- The daily management of the reception team.
- Clinical referral processing - ERS
- Ensure that all reception staff complete their assigned tasks taking into account prioritisation
- Plan all holiday and leave requests ensuring adequate cover is maintained – liaising with Practice Manager.
- Organise and allocate Rooms for Clinicians based on the clinical rota.
- Contribute to the annual performance of staff appraisals for receptionists
- Overseeing reception staff’s development and training needs and arrange with Partners/Practice Manager.
- Responsible for ensuring regular meetings with all reception staff took place with a planned agenda, minutes recorded and distributed to all relevant staff.
- First point of contact for Patient/Third Party complaints. Investigated complaints and liaise with Practice Manager once investigation took place in order to provide the necessary feedback/support to the reception/administration team member(s) and Patient/Third Party to try to negate escalation to the Practice Manager. Assisted the Practice Manager with escalated complaint investigations.
Senior Mobility Consultant
CROWN RELOCATIONS – CROWN WORLDWIDE LTD
10.2012 - 10.2015
- Main point of contact for co-ordination / management of Mobility Services
- Assisting with the leadership of a specialised team dealing with escalations / issues whilst reporting directly to the Account Manager and Operations Manager
- Strong role in the team to help other team members with knowledge and service delivery
- Working with multiple clients and policies and ensuring that KPI’s are met
- Managing and coordinating cases for clients relocating Assignees to a Destination Country and Repatriations
- Ensuring contracted fees are applied and KPI’s are met in relation to accurate and timely billing
- Managing and coordinating the delivery of relocation services implementing the Crown processes
- Assisting with complication of Data for client reviews to which I may attend the quarterly reviews
- Accurately maintaining database.
- Responsible for managing VIP’s, confidential moves and banded staff moves
- Supported team by demonstrating respect and willingness to help.
Team Lead
CROWN RELOCATIONS – CROWN WORLDWIDE LTD
11.2011 - 10.2012
- Working closely with Account Managers and Operations Manager for UK & Ireland to deliver the operational needs and service delivery within our clients requirements and criteria
- Distributing all new cases to team members ensuring that the internal Points System is updated and a fair workload
- Being a Team mentor to achieve client service delivery
- Working with a team of 6 to ensure tasks and assistance on maintaining database and client requirements is provided
- Working with the team to provide Account Managers and Operation Manager with completed tasks set by their client needs
- Managing the day to day running of the team on an operational platform and to be the first point of contact for Senior Mobility Consultants, Mobility Consultants and Assistance Mobility Consultants
- Ensuring contracted fees are applied and KPI’s are met in relation to accurate and timely billing
- Assisting Account Managers with reporting for client and prepare for quarterly client reviews
- Assisting with the recruitment process with the Operations Manager and assist with conducting Interviews
Mobility Consultant
CROWN RELOCATIONS – CROWN WORLDWIDE LTD
04.2008 - 10.2011
- Assist Operations Manager with Performance Development reviews and setting each team members Goals and Objectives for the year
- Attending and running the weekly team meetings whereby discussion of operational tasks and knowledge sharing are conducted
- Working with team members to track and maintain the database for Client Service Delivery Evaluations, costs savings for clients
- Assisting with escalations and be the first contact for the team member to assist in issue resolution on service delivery
- Being available for the team requests on service delivery and guidance on the delivery of specified services
- Assisting with monthly client billing and ensuring the team are on a weekly basis updating reports in order to bill accurately
- Assisting with training to ensure the service delivery to clients and working with the Operational Manager and Account Managers of performance management.
Relocation Co-Ordinator
STERLING RELOCATION
London (Middlesex)
01.2005 - 03.2008
- First point of contact for Employees of clients moving in or out of the UK
- Set up viewings with property counsellors
- Put offers forward to Landlord’s Agents
- Negotiate Terms of Tenancy Agreements
- Draw up the Tenancy Agreements
- Organise the transfer of Deposit monies
- Set Up Utilities/Close Down utilities
- Organise inventory check-in/out
- Drawing up Tenancy renewal agreements
- Organise the departure of Clients employees
- Deal and negotiate dilapidations claims
- Organise the final professional cleaning of properties
- Update clients on a daily basis with regards to the employees
- Update client based spread sheet
- Send weekly update spread sheets to clients
- Train newcomers on Departures
- Train newcomers on Renewals
- Invoicing client for services provided
- Attend client meetings to update and liaise on targets and service levels.
- Minute taking of departmental meetings
- Setting up meeting rooms
Education
GCSE - Mathematics, English, French, Italian, Spanish, Science, Art
A-levels - Spanish, French, Sociology
St Charles RC Sixth Form
LondonRSA - Secretarial Studies
A.R.L.A. - undefined
Basic Life Support Cetificate - Adult and Paediatric Resuscitations AED/Defib & Anaphylazis
AETP
London 12.2025 - 01.2028
Skills
- Interpersonal and communication skills
- Team collaboration and initiative
- Mentoring and staff empowerment
- Organizational management
- Strategic planning
- Medical terminology knowledge
- Performance monitoring
- Proactive problem solving
- Self-motivation
- Multitasking efficiency
- Leadership skills
- Quick learning ability
- Adaptability to challenges
- Fluency in Spanish
Affiliations
- Gardening
- Going for long walks
- Dance Teacher
Languages
English
Native
Spanish
Native
References
References available upon request.
FURTHER QUALIFICATIONS
Working experience of various computer software applications including Microsoft Word/Windows, Outlook. Excel, Lotus Notes and various in house systems.
Timeline
Basic Life Support Cetificate - Adult and Paediatric Resuscitations AED/Defib & Anaphylazis
AETP
12.2025 - 01.2028
NHS Practice Manager
Broadmead Surgery
03.2023 - Current
Reception and Admin Team Leader
Broadmead Surgery
09.2016 - 03.2023
Senior Mobility Consultant
CROWN RELOCATIONS – CROWN WORLDWIDE LTD
10.2012 - 10.2015
Team Lead
CROWN RELOCATIONS – CROWN WORLDWIDE LTD
11.2011 - 10.2012
Mobility Consultant
CROWN RELOCATIONS – CROWN WORLDWIDE LTD
04.2008 - 10.2011
Relocation Co-Ordinator
STERLING RELOCATION
01.2005 - 03.2008
RSA - Secretarial Studies
A.R.L.A. - undefined
GCSE - Mathematics, English, French, Italian, Spanish, Science, Art
A-levels - Spanish, French, Sociology
St Charles RC Sixth Form