Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Lisa Mackin

St Albans,Hertfordshire

Summary

Accomplished professional with expertise in organisational management, interpersonal communication skills, resourcefulness and conflict resolution. Adept at multitasking and can demonstrate proactive initiative taking and change management, ensuring confidentiality and exhibiting leadership aptitude. Committed to customer service excellence, including stress management, employee wellness programmes with a focus on employee training and development. Skilled in customer service techniques and complaint management.

Overview

17
17
years of professional experience
2
2
years of post-secondary education

Work History

Practice Director

Bridgewater Surgeries
Watford, Hertfordshire
02.2015 - Current
  • Fostered an inclusive culture within the practice, promoting staff retention rates.
  • Built strong relationships with patients through excellent communication skills and Increased patient engagement with implementation of educational materials around the practice.
  • Recruited high-quality medical and support staff to enhance service delivery.
  • Enhanced practice efficiency by streamlining administrative processes.
  • Coordinated staff training sessions to enhance skills and knowledge.
  • Developed comprehensive operational policies to ensure regulatory compliance.
  • Facilitated successful audits through meticulous record-keeping and documentation.
  • Handled complaints professionally, resulting in increased patient satisfaction levels.
  • Promoted positive working environment with regular team meetings and communication. Annual performance reviews to help meet practice objectives.
  • Mitigated risks by enforcing strict health and safety protocols within the practice.
  • Reduced waiting times by moving to a total clinical triage appointment booking process.
  • Improved overall efficiency of the practice by introducing modern technology solutions including digital telephony system.


Operations manager - medical

Herts Urgent Care
Hemel Hempstead, Hertfordshire
01.2008 - 01.2015
  • Set up a new walk in GP surgery in a hospital setting for all patients
  • 7 day a week 8am -8pm service within a hospital A&E setting.
  • Integrated current staff from hospital and out of hours to work for this service also.
  • Strong leadership and negotiation skills to onboard current workforce
  • provided a new registration process
  • Installed a new IT service
  • Took part in recruiting clinical staff
  • Rota management for clinical and admin staff ensuring full coverage of hours.
  • Set up a whole surgery from scratch ensuring patients had access to all services


Education

Diploma of Higher Education - Counselling and advanced counselling

West Herts College
Hemel Hempstead campus
09.2000 - 06.2002

Skills

  • Organisational management
  • Procedural efficiency
  • Practice operations
  • Multitasking efficiency
  • Proactive initiative taking
  • Change management experience
  • Confidentiality adherence
  • Leadership aptitude
  • Time management mastery
  • Contract negotiation capabilities
  • Team Leadership
  • Interpersonal communication
  • Resourcefulness
  • Conflict Resolution
  • Customer service excellence
  • Stress management
  • Patient advocacy
  • Employee training and development
  • Recruitment and hiring
  • Customer service techniques
  • Complaint management
  • Employee wellness programmes
  • Communication proficiency
  • Cultural awareness

Affiliations

  • Family is very important to me and I am happiest surrounded by my grown up children and families. I love going to the theatre, live music and enjoy the outdoor lifestyle I feel vey lucky to have created.

Timeline

Practice Director

Bridgewater Surgeries
02.2015 - Current

Operations manager - medical

Herts Urgent Care
01.2008 - 01.2015

Diploma of Higher Education - Counselling and advanced counselling

West Herts College
09.2000 - 06.2002

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Lisa Mackin