Fern Heavyside
Carterton,Oxfordshire
Summary
Motivated Operational Manager with 19 years of experience, recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.
Overview
16
16
years of professional experience
Work history
Directorate Manager
Oxford University Hospitals NHS Foundation Trust
2020.07 - Current
- Managed team dynamics by implementing conflict resolution strategies.
- Developed accurate sales forecasts for improved strategic planning.
- Facilitated staff training, resulting in better customer service.
- Boosted department efficiency by streamlining operational processes.
- Secured new business opportunities with successful networking events.
Deputy Operational Service Manager
Neurosciences Directorate, Oxford University Hospitals NHS Foundation Trust
2017.11 - 2020.07
- Streamlined service operations by enhancing team collaboration and communication.
- Managed patient complaints for improved business reputation.
- Fostered strong relationships with colleagues through excellent customer service skills.
- Developed an efficient workflow to maximise service efficiency.
- Coordinated staff development training to improve overall service delivery.
Service Manager
Neurosurgery, Oxford University Hospitals NHS Foundation Trust
2016.09 - 2017.11
- Established clear lines of communication between management and staff, fostering a harmonious working environment.
- Led teams to set performance goals and review progress regularly.
- Delegated tasks effectively to maximise team potential and productivity.
- Reviewed operational procedures for improvements in efficiency and effectiveness.
Patient Access Manager
Radiology and Imaging, Oxford University Hospitals NHS Foundation Trust
2014.11 - 2016.09
- Provide assurance to the Trust team regarding the management of patient pathways to achieve all relevant 18wk RTT and DM01 targets
- Ensure systems are in place to achieve delivery of the Directorate's patient access targets, via the implementation of new processes and procedures.
Admin Manager
Neuroradiology, Oxford University Hospitals NHS Foundation Trust
2012.07 - 2014.11
- Responsible for the day-to-day management of 15 administrative staff to provide a first-class service to these departments and all other services linked, working effectively and efficiently to deliver a high standard of care.
- Increased office efficiency by streamlining administrative procedures.
- Alleviated workload pressures, delegating tasks appropriately amongst staff.
- Managed employee schedules to ensure smooth operations.
Data Quality Supervisor
Commissioning and Performance, Oxford University Hospitals NHS Foundation Trust
2008.09 - 2012.07
- Responsible for ensuring all specialties and departments across the Trust follow the SOPs (standard operating procedures) with regard to patient demographics, RTT 18-week pathway information, and all transactions on EPR.
- Conducted routine audits for continuous process improvements.
- Analysed data trends for insight into areas needing improvement.
- Boosted operational effectiveness through thorough review of production processes and workflows.
Education
Institute of Leadership & Management Level 5 -
Smart Solutions
/2016 - /2017
A-Levels - English, Drama, Human Biology
The Henry Box School
WitneyGCSEs - English, Maths, Science, IT, Geography, German
The Henry Box School
WitneySkills
- Change management
- Budgeting proficiency
- Effective communication
- Stakeholder engagement
- Staff motivation
- Conflict resolution
- Strategic planning
- Customer relationship management
- Leadership in diverse environments
- Proactive initiative
- Time-Management proficiency
- Resilience under pressure
Hobbies & Interests
I enjoy running and working out, which helps me relax and maintenance a positive mind-set. I enjoy spending time with my family and socialising with friends.
Timeline
Directorate Manager
Oxford University Hospitals NHS Foundation Trust
2020.07 - Current
Deputy Operational Service Manager
Neurosciences Directorate, Oxford University Hospitals NHS Foundation Trust
2017.11 - 2020.07
Service Manager
Neurosurgery, Oxford University Hospitals NHS Foundation Trust
2016.09 - 2017.11
Patient Access Manager
Radiology and Imaging, Oxford University Hospitals NHS Foundation Trust
2014.11 - 2016.09
Admin Manager
Neuroradiology, Oxford University Hospitals NHS Foundation Trust
2012.07 - 2014.11
Data Quality Supervisor
Commissioning and Performance, Oxford University Hospitals NHS Foundation Trust
2008.09 - 2012.07
Institute of Leadership & Management Level 5 -
Smart Solutions
/2016 - /2017
A-Levels - English, Drama, Human Biology
The Henry Box School
GCSEs - English, Maths, Science, IT, Geography, German
The Henry Box School