Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Education/Training
Timeline
Generic
Open To Work

Kaley Jackson

London

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

Reception ManagerReception Manager/Assistant Practice ManagerSenior GP Receptionist/AdministratorOffice Manager

Work Type

Part Time

Location Preference

RemoteHybrid
Location: London
Open to relocation: Yes

Salary Range

45000/yr - 200000/yr

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionTeam Building / Company Retreats4-day work week

Summary

Great leadership and collaboration skills – ability to work well with others and with multi-disciplinary teams, promoting healthy relationships and building strong team dynamics I understand the importance of effective communication within the team and always strive to communicate effectively with other team.

members & communicate effectively with patients and carers I can adapt to people’s needs for alternative methods of communication and respond accordingly Coaching style of management – resilient & influencing 15 years HR/office management experience – lead, motivated and trained a team of 30 receptionist Customer orientation – focus on the end users and customer needs; ability to set expectations and meet them with high quality and dependability Results orientation – ability to prioritise work and meet deadlines whilst delivering high quality outcomes Change adoption – ability and willingness to proactively accept and drive change to accomplish positive outcomes Ability to identify, analyse and resolve problems and follow through to completion Good interpersonal skills, confident communicating at all levels Good planning and organising skills with ability to deliver to plan and deadlines Able to demonstrate corporate values: integrity, teamwork, respect, confidentiality and Professionalism Always have a positive mental attitude towards any crisis situation often leading by example following company policy and procedures. A successful track record for identifying, selecting, developing talent. A clear and persuasive communicator to staff and doctors in positive or negative situations, both verbally and in writing. Demonstrates ability to actively listen to customers, management, and staff and deliver on their needs. Able to interpret office financials and reacts accordingly to opportunities Always show the ability to hold self and others accountable by setting the right expectations and monitoring projected and accomplished goals Thriving under pressured and in fast paced environments.

From May 2020 - on going full time carer (Granma) and parent. My son is now 3 years old and attending school nursery.

Overview

13
13
years of professional experience

Work History

Reception Manager

Grafton Medical Partners
04.2019 - 04.2020
  • HR lead ensuring all staff records were up to date including staff inductions
  • First point of contact for medical students, GP’s, admin team and locums or any other agency staff
  • Responsible for maintaining all administrative procedure updates and cascading the information down to all GP surgery staff
  • Managed and consistently updated the electronic and paper filing system for all reception documentation, procedures and processes; successfully improving efficiency around reporting, information request handling and communications.
  • Receive, log and respond to all complaints received and escalate to practice manager when necessary
  • Receive, log and efficiently process all new and repeat prescription requests
  • Conduct daily risk assessment tasks ensuring all health and safety policies are adhered to by all GP surgery staff members
  • Interview new team members – manage & host interview panel
  • Monitor and maintain quality control of reception area; ensuring efficient operation of reception and courteousness of the receptionists, regularly review procedures and set-up new administrative systems
  • Assist with managing communications across GP Surgery, producing a quarterly newsletter and upload a range of information onto GP website.

Reception Manager/Assistant Practice Manager

Cavendish Health Centre (NHS Central London – Westminster CCG)
12.2014 - 05.2017
  • Created and uploaded all documents/new protocols to the IG (information governance) toolkit
  • Managed a team of 6 receptionist and 2 apprentices
  • First point of contact for all GP, councillors, Nurse’s, Health Care assistants, IT team
  • Manage all administration aspects throughout the office
  • Processed referral requests paying close attention to details
  • Chair all staff, reception and PPG meetings (Patient Participation Group)
  • Deputise for the practice manager in the practice manager’s absence.
  • Update (quality and outcomes framework) QOF targets - implement action points for improvement while maintaining the business key objectives. I also set fun incentive for reception to become involved in QOF.
  • Aware of national, local and practice quality standards for chronic disease management.
  • I provided support to clinical sub groups in correctly identifying and targeting patients for assessment and treatment.
  • I ensured team members were aware of the importance of maintaining disease registers and assist in the validation process.
  • I provided advice and support for clinical sub groups and to produce regular reports on the progress of these groups in achieving their targets.
  • I assisted in the production of information for clinical audit as requested by the clinical sub groups.
  • Data quality I worked with the CCG to validate patient information, performing regular checks and quality audits.
  • Responsible for mapping patient information flows.
  • I provided support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.
  • I ensured all staff members have had an up to date appraisals – Following up any action points.
  • Responsible for the administration of the clinical system, ensuring staff complete housekeeping and back-ups as outlined in the practice policy.
  • Successfully implemented ‘E-mail Consultation Pilot’ Designed to allow patient to access their GP online by sending messages to their GP. Lead by managing Director of CLH (Central London Health Care)
  • Configure Laptops for remote access
  • Complete inductions for Medical student, Trainee GP’s and Trainee Counsellors signing off all smart card requests
  • Processed monthly accounts/Payroll - Monitor payments actively chasing unsettled accounts.
  • Responsible for the security and validation processes for the clinical system.
  • Responsible for providing support advice and training for current and new practice staff in the use of the clinical system
  • Practice co-ordinator for IT hardware
  • Responsible for maintaining equipment logs ensuring that CCG and practice owned equipment is readily identifiable.
  • I provided support and training for current and new staff in resolving simple problem with PCs and printers. First point of contact for CCG IT support department to resolve other hardware and software issues.
  • Ensured job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
  • Responsible for maintaining up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business
  • Configured personal security systems within the workplace according to practice guidelines
  • Identified the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
  • Responsible for making effective use of training to update knowledge and skills, and initiate and manage the training of others
  • Used appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
  • Responsible for Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
  • Kept own work area and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
  • Responsible for Undertaking periodic infection control training (minimum annually)

Senior GP Receptionist/Administrator

The Clapton Surgery (NHS Hackney PCT)
03.2010 - 12.2014
  • Manage all new patient registration requests ensuring confidentiality and professionalism at all times
  • Responsible for maintaining all administrative procedure updates and cascading the information down to all GP surgery staff
  • Manage and consistently update the electronic and paper filing system for all reception documentation, procedures and processes; successfully improving efficiency around reporting, information request handling and communications.
  • Receive, log and respond to all complaints received and escalate to practice manager when necessary
  • Receive, log and efficiently process all new and repeat prescription requests
  • Conduct daily risk assessment tasks ensuring all health and safety policies are adhered to by all GP surgery staff members
  • Senior team leader to 7 receptionists, manage and coordinate staff rotation, staff training, and assist the practice manager in staff recruitment
  • Interview new team members – manage & host interview panel
  • Monitor and maintain quality control of reception area; ensuring efficient operation of reception and courteousness of the receptionists, regularly review procedures and set-up new administrative systems
  • Assist with managing communications across GP Surgery, producing a quarterly newsletter and upload a range of information onto GP website.
  • Coordinate weekly management meetings, take, produce and circulate minutes; track arising actions
  • Procurement of all GP office supplies, register, analyse, and process all invoices; authorise and raise all purchase orders.
  • Monitor patient telephone consultations, ensuring urgent messages have been delivered to the correct Doctor.
  • Update (quality and outcomes framework) QOF targets - implement action points for improvement while maintaining the business key objectives.
  • Ensuring all reception paperwork has been actioned paying close attention to urgent fax’s & Palliative care patients.
  • General admin support for all senior partners, doctors, nurses & midwifes
  • Responsible for all Emis web updates ensuring all staff is confident using the new operating system.
  • Coordinate, conduct and manage yearly team performance reviews
  • Ensuring all medical notes are received on time from the correct health authority

Office Manager

Premier Inn London County Hall
06.2007 - 03.2010
  • Managed a team of 60 receptionist/customer service associates
  • Planned the rotas weekly according to room occupancy to ensure maximum efficiency is achieved
  • Meeting room coordinator – Managing Commercial contracts and accounts for business meeting room bookings. Ensured tea & coffee along with menu choice was available ensuring events and conferences run smoothly
  • Organized performance reviews – Monitored, reviewed and set personal development goals and business targets for each team member ensuring praise was given alongside appropriate action taken when necessary
  • Carry out Employment relations investigations, responsible for managing the resolution of conflict and grievance issues
  • Lead Fire Marshall daily - Ensuring all health & safety, fire and security policies are met and understood by the team –
  • Collate and monitor Management Information (MI) to assist reporting for Head office competitive analysis
  • Cascade regularly to team members management information highlighting important updates & Protocols
  • Financial audits – ensure Key Performance Information (KPI) reports give a true and fair view in accordance with the financial reporting framework.
  • Updated and authorise holiday requests via Oracle, Update payroll onto the Whitbread system.
  • Monitored the maintenance log book with contractors, ensure all maintenance jobs have been completed to deadline
  • First point of call to any crisis situation - Always followed company procedures thinking quickly, acting professionally at all times always following company procedures when dealing with any emergency.
  • Managed recruitment process, ensuring new team members have satisfactory completed their induction day training and completed all necessary documentation required for HR processing.
  • Ensured all team members are trained to legal and company specific guidelines, Provided guidance to team members on repeated or serious errors
  • Carried out revenue management statistical analysis and update computerised financial records. Paying close attention to financial loss and risks
  • Ensured full compliance with finance policies and procedures manual as per company standards
  • Managed Food & Beverage, Housekeeping departments alongside reception on a daily basis
  • Planned and organised accommodation for key clients
  • Set and achieved sales and profit targets - analysed sales figures and devising marketing and revenue management strategies
  • Recruiting, training and monitoring staff - planning work schedules for individuals and teams;
  • Dealing with all customer complaints and comments – escalate where necessary following company policy
  • Supervising maintenance, supplies, renovations and furnishings - dealing with contractors and suppliers;
  • Ensured compliance with licensing laws, health and safety and other statutory regulations.

Education

NVQ Level 2 - Information & Communication Technology

Lambeth College
01-2003

NVQ Level 2 - Beauty Therapy

Hammersmith & West London College
01-2000

High School - undefined

Rowan High School
01-1999

Skills

Customer service focus

Budgeting and financials

Staff training and development

Data entry proficiency

Scheduling expertise

Strong leadership

Policy enforcement

Team building expertise

Planning and prioritization

Service quality standards

Workflow planning

Contract administration

Flexible schedule

Credit and collections

Equipment purchase planning

Teamwork

Teamwork and collaboration

Customer service

Problem-solving

Time management

Attention to detail

Problem-solving abilities

Multitasking

Reliability

Excellent communication

Critical thinking

Organizational skills

Team collaboration

Active listening

Effective communication

Adaptability and flexibility

Relationship building

Team coordination

Microsoft office

Training and orientation

Team building

Data entry

Public relations

Task prioritization

Self motivation

Interpersonal skills

Analytical thinking

Records and database management

Conflict resolution

Operations management

Risk assessment

Office coordination

Staff management

Inventory control

Staff supervision

Accomplishments

  • Hit the ground running; changed a number procedures and processes and successfully improved efficiency around reporting and key stakeholder communications.

Education/Training

  • Organised and funded by Wandsworth CEPN - Syder and Young Ltd
  • Managing and Implementing Change 2019 – Day course
  • Developing and Leading Teams 2019 – Day course
  • Managing Stress and Conflict Within the Practice Team 2019 – Day course
  • Managing Performance (2 day course) 2019
  • 2011 Safeguarding Children Level 1, 2 and 3 NHS City & Hackney PCT
  • 2010 Child Protection Training Level 2 - NHS City & Hackney PCT
  • 2008 - 2009 Whitbread Academy - Leadership skills, Duty manager workshop, First Aid, and Health & Safety

Timeline

Reception Manager

Grafton Medical Partners
04.2019 - 04.2020

Reception Manager/Assistant Practice Manager

Cavendish Health Centre (NHS Central London – Westminster CCG)
12.2014 - 05.2017

Senior GP Receptionist/Administrator

The Clapton Surgery (NHS Hackney PCT)
03.2010 - 12.2014

Office Manager

Premier Inn London County Hall
06.2007 - 03.2010

High School - undefined

Rowan High School

NVQ Level 2 - Beauty Therapy

Hammersmith & West London College

NVQ Level 2 - Information & Communication Technology

Lambeth College

Similar Profiles

CREATE PROFILE
Kaley Jackson