LENA NASR
Godstone
Summary
An ambitious and passionate assistant service management professional with 7+ years of leadership experience, leading large complex teams across multiple sites and achieving outstanding results in service delivery and customer services. Adept at adjusting to the demands and challenges of the ever-evolving public service delivery landscape with effective and innovative strategies. Skilled at driving key performance indicators to achieve budget goals. Committed to a customer-centric approach and driving operational excellence within department. Proficient in fostering collaboration across multi-disciplinary teams and creating a conducive environment. My career is a testament to my passion for inspiring teams to deliver outstanding customer services.
Overview
7
7
years of professional experience
Work history
Assistant Service Manager
Epsom & St Helier University Hospital
2022.09 - Current
- Led, manage and motivate 40+ administrative staff within service area, ensuring that appropriate management structures, policies were put in place to achieve high levels of performance
- Manage the workforce planning , recruitment, selection and development of all administrative within my service area
- Ensured all administrative staff have objective and personal development plan
- Implemented key HR initiatives/targets and HR policies/practices
- Designed and implemented standard operating procedures to meet operational standards and targets
- Effectively manage budgets in conjunction with clinical leads and and general managers in support of the delivery the Division business plan
- Control and review the usage of resources against planned performance
- Monitoring and analysing complex RTT reports to achieve data quality, completeness and achieving performance targets for my area
- Ensure the production of and analysis of regular reports within the Service area, on financial and contracting performance
- Handled patient inquiries and concerns, as well as collaborated with stakeholders, senior management as well as clinical and nursing leads to maintain high-quality patient care within the division
- Promoting a positive and effective working environment by motivating and communicating with staff at all times
- Effectively managed day-to-day operational issues.
Assistant Service Manager
Epsom & St Helier University Hospital
2019.07 - 2022.09
- Led, managed and motivated administrative staff within the service area, ensuring that appropriate management structures, policies and practices were in place to achieve high levels of performance
- Supported Service Manager(s) in the implementation, monitoring and achievement of elective care standards
- Assisted in the design and implementation of standard operating procedures (SOPs) to meet operational standards and targets
- Maintained effective working relationships with Patient Pathway Coordinators/Assistants, liaising and raising issues when necessary
- Validated elective clinical sessions to ensure capacity was used to maximum efficiency
- Participated in data audit, collection and validation as required by divisional leadership
- Monitored information reports to maintain data quality and completeness, investigated any discrepancies or under performance, and escalated to divisional management when necessary
- Selection and induction of new members of staff, including the training regarding trust/specialty policies and procedures
- Monitoring, reporting and management of sickness absence
- Coordinated annual leave and work rotas according to protocols across divisions
- Appraised Patient Pathway Service Co-ordinator's, Patient Pathway Coordinators, Assistants and Officers and ensured completion of appropriate documentation and identification of development needs
- Monitored the Service area(s) budgets in support of the delivery of the Division business plan
- Raised any issues with the Service Manager as appropriate
- Ensured that Division aims were delivered with the resources available, alerting the Service Manager to any potential cost-pressures, and taking joint action to prevent any over-expenditure
- Controlled and reviewed the usage of resources against planned performance
- Ensured delivery of standards and targets for operational performance on productivity, quality and risk management
- Supported the development and implementation of quality and cost improvement/CQUIN initiatives.
Administration Manager
Bart's Hospital
2016.10 - 2019.07
- Managed the administrative processes of patients' pathways and the associate administrative staff i.e., patient care coordinators to ensure a smooth and efficient service for patients throughout their journey and that required quality standards were met, both nationally and within the directorate
- Implemented and managed t
- He Trust's digital dictation/voice recognition system for the service area
- Ensured that all incoming and outgoing communication, including urgent matters are dealt with efficiently
- Vetting correspondence and ensuring that appropriate action is taken before passing on
- Initiate and implement improvements to the administrative element of the pathway
- Proactively identified emerging issues that had the potential to cause delays for patient pathways and made recommendations for policy or process changes to improve the whole pathway
- Developed plans and standard operating procedures (SOPs) for administration to support changes in service delivery
- Managed patient care coordinators and other administrative staff in line with RTT targets & PTL - recruitment, induction, appraisal, performance management and ongoing training and development of staff
- Co-ordinated and managed smooth running of Haematology Oncology clinics
- Worked closely with Associate General Manager and multidisciplinary teams to ensure all patients with allocated slot issues (ASI) are given appointment dates within the relevant time period specified and within the correct clinic specification
- Dealt proactively with all enquiries from clients, stakeholders and other service users, ensuring where possible that the individual's needs are met, or they are transferred to the most appropriate person
- Respond to all informal concerns/complaints coming into the department both on the telephone and in writing
- Respond to more complex cases that are escalated by other team members involving service/delivery manager or clinical staff as appropriate
- Ensure that the team maintains a central record of doctors'/consultants' annual leave/study days, reports, and action any clinic/theatre cancellations and annual leave requests from the clinical team
- Developing a pro-active approach to monitoring leave that coincides with clinical commitments and ensuring the relevant planning is established
- Support the Management team /Clinical lead with Department meetings/minute taking.
Education
HND Human Resource Studies and Retail Management -
London Metropolitan University
Access to Business Studies -
London College of Printing and Distributive Trade
GNVQ Advance Business Studies -
Southwark College
Skills
- Leadership
- Goal-Orientated
- Can Train Inspire and Motivate Employees to Function in an Environment with Minimal Daily Supervision
- Strong Verbal and Written Communication
- Extremely Organised
- Effective Time Management
- Multitasking
- Committed to World Class Customer Service
- Ability to Work Under Pressure
- Knowledge of Ms Office packages, including Word, Excel and PowerPoint
- Reporting
- Analysis
- Excellent Organisational and Interpersonal
- Staff development
Training
- Epsom and St Helier Hospital
People Management Programme - NHS Leadership Academy
The Edward Jenner Programme: Working with others
- St Bart’s Hospital
Managing People through Change
Complaint Handling
Personal Effectiveness
- University College of London Foundation Hospital
Budget Management Training
Appraisal Skills for Managers
Proficiency in Microsoft Word, Excel, Cerner, IPM, ICM and Hicss
REFERENCES
- Available upon request
Timeline
Assistant Service Manager
Epsom & St Helier University Hospital
2022.09 - Current
Assistant Service Manager
Epsom & St Helier University Hospital
2019.07 - 2022.09
Administration Manager
Bart's Hospital
2016.10 - 2019.07
HND Human Resource Studies and Retail Management -
London Metropolitan University
Access to Business Studies -
London College of Printing and Distributive Trade
GNVQ Advance Business Studies -
Southwark College