MICHAELA STANLEY
London
Summary
Dedicated health service management professional with extensive experience in medical care work. Skilled in healthcare planning and coordination, achieving productive, profitable business operations. Passionate in delivering safe, quality clinical support to achieve first-class service user ratings.
Overview
20
20
years of professional experience
Work history
Clinic Manager
Optegra Healthcare
04.2024 - 03.2025
- Managed daily operational tasks of the clinic to ensure smooth functioning.
- Managed daily service operations through strategic care planning.
- Management of diary planning & Scheduling.
- Working on monthly Key Performance Indicators (KPIs).
- Set and monitored performance targets for optimised service-user care.
- Planning monthly rotas to utilise spare colleagues to support CEC.
- Coordinated staff rotas to meet service requirements whilst remaining within budget.
- Maintaining the coverage of absences or annual leave, minimising the risk of cancelled patient appointments.
- Coordinated with medical staff, ensuring proper communication of procedures and policies.
- Organised regular staff training sessions for enhanced patient care.
- Mediated conflicts between staff members, maintaining harmony within workplace.
- Improved patient satisfaction ratings through effective complaint resolution strategies.
- Streamlined patient booking system, improving clinic efficiency.
- Implemented clear quality standards to maintain first-class patient provisions.
- Assessed clinical care provisions to meet required safety standards.
- Collaborated with external providers to meet patient care continuity needs.
- Planned monthly budgets to meet operational needs within financial targets.
- Developed strong relationships with vendors and suppliers to secure cost-effective purchases.
- Ensured compliance with healthcare regulations by conducting regular audits.
- Collaborated with physicians to devise schedules that optimised patient flow.
- Fostered a positive work environment which boosted employee morale and productivity.
- Handled financial matters including budgeting, billing processes, insurance claims processing resulting in streamlined financial operations.
- Handled all administrative duties, resulting in efficient day-to-day running of the clinic.
- Improved resource availability through streamlined diagnostic services.
Admin Manager
Optegra Healthcare
10.2022 - 04.2024
- Actively engaging with team members to ensure the delivery of optimal patient service
- Reviewing private surgeries, strategically planned and optimised diary utilisation to consistently meet monthly revenue targets
- As one of three managers, collaborated with the Theatre and Clinic Manager to ensure the smooth day-to-day operations of the hospital
- Ensured staff mandatory training compliance consistently surpassed 90%, with current compliance levels.
- Oversaw recruitment processes to attract high-quality candidates.
- Managed employee schedules to ensure smooth operations.
- Managed internal communications effectively maintaining transparency across teams.
- Managed and resolved employee queries and concerns to create a positive workplace culture.
- Maintained an organised workspace promoting productivity and efficiency.
- Alleviated workload pressures, delegating tasks appropriately amongst staff.
- Developed departmental budget plans, ensuring cost-effectiveness in operations.
- Handled customer queries promptly improving overall customer satisfaction.
- Coordinated with other departments for seamless workflow integration.
- Undertook project management duties ensuring timely completion within budget constraints.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
Patient Experience Advisor (Plus Admin Manager Cover)
Optegra Healthcare
09.2013 - 10.2022
- Covered Admin Lead duties during annual leave periods
- Acted as a Consultant PA, ensuring seamless operations of consultant diaries and private clinics with a focus on delivering a 5-star service
- Guided patients through the private pathway, coordinated surgeries and finance applications
- Successfully achieved conversion sales targets and KPIs
- Organised and executed Open Evening events, showcasing the clinic's services and fostering community engagement
- Planned monthly rotas for admin staff, optometrists, and bank staff to consistently deliver NHS and VC pathways
Patient Services & (Part Time) Hospital PA
Optegra Healthcare
11.2011 - 09.2013
- Handled dual roles, providing professional services for both NHS and private patients
- Managed patient referrals and appointments meticulously to ensure adherence to hospital referral to surgery timeline without breaches
- Ordered uniform, stationery and refreshments
- Raising and matching hospital purchase orders and invoices
- Built rapport with various CCGs and established strong relationships with local opticians to secure new contracts and referrals
- Implemented a comprehensive archiving system to systematically store all outdated patient records
Claims Administrator – Legal & General
Kate & Co Agency
07.2011 - 11.2011
- Analysed complex insurance policies to determine coverage for submitted claims.
- Maintained stringent confidentiality whilst dealing with personal information of customers.
- Supported claims department, ensuring accurate processing and documentation of home insurance claims
- Liaised with internal departments and external entities to validate claim legitimacy
- Managed incoming emails and maintained communication with customers throughout the claims process, ensuring claims were submitted within the 3-day deadline
Receptionist/Facilities Administrator
Advantage West Midlands Rural Development Agency
07.2008 - 06.2011
- Provided excellent customer service as the first point of contact at Advantage West Midlands Rural Development Agency
- Managed room bookings for internal and external delegates
- Complaint handling
- Provided support in coordinating repairs and maintenance for office equipment
- Generated purchase orders for various necessities such as taxis, external room bookings, and courier services
- Managed the issuance of new phone lines, voicemails, and key cards to the 300+ staff members
PA/Team Administrator/Receptionist
Brighter Prospects Agency
05.2007 - 07.2008
- Streamlined office processes to increase efficiency.
- Conducted data research and compiled comprehensive graphs and reports presenting relevant information within strict deadlines
- Coordinated meetings and managed diary schedules for staff members through effective liaison
- Oversaw the processing and monitoring of invoices, maintaining close communication with the finance department to ensure prompt and accurate action
- Facilitated smooth office operations by maintaining office supplies inventory.
- Increased operational efficiency through meticulous record keeping.
- Participated in team meetings for insightful contributions and idea generation.
- Optimised time management by creating effective work schedules.
- Coordinated travel arrangements, resulting in smooth business trips.
- Developed filing systems, improving document accessibility and security.
- Handled incoming calls professionally, ensuring excellent customer service delivery.
- Prioritised tasks for improved productivity.
- Handling other clerical needs as required.
Golden Waiting Staff/Restaurant Supervisor
Aston Villa Football Club
04.2005 - 05.2007
- Facilitated the training of new match day staff, providing guidance and support throughout their onboarding process
- Executed the service of 5-course dining during match days within the prestigious McGregor’s Executive Suite
- Orchestrated the setup of function rooms according to clients’ specific requirements, ensuring seamless event execution
- Collaborated closely with management to efficiently run the sign-in and sign-out procedures for up to 2000 match day staff
- Increased efficiency with quick and accurate order taking.
- Took initiative in solving customer complaints diplomatically; ensured their return visits.
Education
BTEC National Diploma - Hospitality Supervision and Events
University College Birmingham
GCSE’s - English literature, English Language, Double Award Science, Double Award Mathematics
Wodensborough Community Technology College
GNVQ - Level 1 & 2 Business, Level 1 & 2 Information Technology
Wodensborough Community Technology College
NVQ - Level 1 – Food Preparation
Skills
- Recruitment and retention strategies
- Clinic operation procedures
- Department scheduling
- Healthcare law understanding
- Patient care standards
- Outpatient services coordination
- Financial planning
- Regulatory compliance
- Ethical understanding
- Sensitive issue handling
- Knowledge of gdpr
- Medical records management
- Staff coordination
- Complaint handling
- Organisational leadership
- Empathy and compassion
- Medical terminology knowledge
- Process improvement implementation
- Billing procedures
- Communication proficiency
- Risk assessment techniques
- Team Leadership
- Conflict Resolution
- Microsoft Office Suite
- Database management
- Data analysis
- Budget management
- Risk Management
- Project coordination
- Customer service orientation
- Disability support
- Critical-thinking
- Safety audit procedures
- Personnel Management
- Crisis Intervention
- Hazard identification
- Computer literacy
- Negotiation proficiency
- Resource allocation
References
To be supplied on request
Timeline
Clinic Manager
Optegra Healthcare
04.2024 - 03.2025
Admin Manager
Optegra Healthcare
10.2022 - 04.2024
Patient Experience Advisor (Plus Admin Manager Cover)
Optegra Healthcare
09.2013 - 10.2022
Patient Services & (Part Time) Hospital PA
Optegra Healthcare
11.2011 - 09.2013
Claims Administrator – Legal & General
Kate & Co Agency
07.2011 - 11.2011
Receptionist/Facilities Administrator
Advantage West Midlands Rural Development Agency
07.2008 - 06.2011
PA/Team Administrator/Receptionist
Brighter Prospects Agency
05.2007 - 07.2008
Golden Waiting Staff/Restaurant Supervisor
Aston Villa Football Club
04.2005 - 05.2007
GCSE’s - English literature, English Language, Double Award Science, Double Award Mathematics
Wodensborough Community Technology College
GNVQ - Level 1 & 2 Business, Level 1 & 2 Information Technology
Wodensborough Community Technology College
NVQ - Level 1 – Food Preparation
BTEC National Diploma - Hospitality Supervision and Events
University College Birmingham
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