Natalie Jones

• Led overall direction, coordination and evaluation of department functions.
• Drove performance while managing and maintaining customer expectations, quality standards and improving SLAs.
• Coordinated and controlled all production processes, ensuring orders were delivered on time.
• Evaluated production processes and made forward-thinking adjustments to improve automation error rates.
• Analysed financial data to track and achieve budget targets.
• Complied with all industry regulations, ensuring legal operations.
• Led regular meetings, events and continuous improvement projects with measurable goals.
• Led cross-functional communication initiatives to improve operational efficiencies between departments.
• Developed production plans covering schedules, quality goals and staffing requirements.
• Implemented changes in working conditions, equipment and tools to improve workflow, efficiency and team safety.
• Overcame production challenges by strategic problem-solving methods.
• Served as key MediPAC representative, liaising with various stakeholders.
• Worked constructively with external suppliers generating new business opportunities and supporting company growth.
• Led colleague engagement initiatives and supported staff wellbeing.

• Implemented process improvements targeting productivity and quality issues.
• Encouraged innovative thinking across the team to support growth and development.
• Fostered continuous learning to raise workforce competency levels over time.
• Managed relationships and negotiations with external partners for goods and services.
• Developed and implemented strategies to improve employee work quality and speed.
• Monitored operational performance regularly.
• Provided reports and updated operations metrics using data and dashboards.
• Reviewed problem-solving approaches to identify development opportunities for operations.
• Partnered with quality and systems teams for root cause analysis.
• Acted as production manager during production manager absence.

• Assisted operations manager with new Medipac facility setup for Phoenix Healthcare.
• Tested service processes and supported service set-up activities.
• Collaborated with team to roll out new service on Phoenix UK timetable.
• Worked with KnaPP software team to improve service user systems.
• Assisted QA pharmacist with PSI reports and SOP writing.
• Supported staff to complete NVQs and professional training requirements.
• Held 1:1 sessions to support day-to-day performance.
• Monitored daily and weekly KPIs to stay on schedule.
• Liaised with HR to meet recruitment requirements for site roles.
• Led interviews and facility tours for recruits and visiting site teams.
• Identified and solved complex operational problems as they arose.
• Coordinated daily operations for consistent MediPAC order delivery.
• Used ACPT skills when operational support was required.

Completed six months at NuPAC site supporting on-site operations and tasks.

• Assisted responsible pharmacist with identifying, calibrating, and releasing new canisters.
• Pouched medication for service users using Rowa robots.
• Troubleshot and replenished robots to maintain accurate dispensing.
• Implemented improvements to strengthen pouching processes and service flow.
• Maintained relevant qualifications to support optimised training and development.

• Monitored automated dispensing machines and tracked daily pharmacy dispensing accuracy.
• Followed CASI processes to support correct prescription dispensing each time.
• Assembled items manually when scanner recognition and labelling failed.
• Detected problems during manual tote induction and corrected them quickly.
• Dispensed CDS trays manually to match prescription requirements consistently.
• Labelled CDS items using Compass computer system for traceability.
• Completed ACPT course a second time after returning from maternity leave.

• Managed branch operations alongside pharmacist manager for regional training delivery.
• Handled staff recruitment, rota planning, and branch health and safety.
• Delegated tasks, set staff targets, and matched expectations to ability.
• Troubleshot mechanical faults across machines and other branch equipment.
• Inspected drug storage areas, monitored expiry dates, and maintained correct stock levels.
• Developed departmental goals, objectives, standards, and policies, procedures across teams.
• Oversaw billing and payroll, checking that required processes were followed.
• Reviewed customer survey outcomes and prioritised improvements within branch operations.
• Handled difficult situations with vulnerable patients using compassionate support.
• Reviewed operational records and reports to forecast sales and profitability.
• Kept staff training up to date across all required areas.
• Advised on smoking cessation within the branch to support behaviour change.
• Built and maintained relationships with external sales representatives for ongoing supply.
• Attended quarterly area meetings to review objectives and track progress.

• Checked accuracy of prescriptions and escalated issues.
• Coached staff, delivered vocational training, and supported everyday workflow improvements.
• Trained staff on recruitment rotas and branch health and safety procedures.
• Worked to area manager targets across branch services and priorities.
• Managed drug and supply inventories to support daily dispensing.
• Assisted pharmacy team with drug inventory purchasing and receiving processes.
• Conducted routine inspections of medication storage locations and conditions.
• Handled customer complaints and concerns with calm, prompt resolutions.
• Provided weekly hospice visits to manage controlled drug inventories.
• Arranged seasonal community events to maintain local engagement and attendance.
• Provided specialised services for diabetes, asthma, smoking cessation, and hypertension management.
• Managed relationships with vulnerable patients through observed consumptions and conflict resolution.

• Busy offsite dispensary role.
• Effectively prioritised tasks and organised workflow to increase efficiency.
• Checked dispensed prescriptions for errors.
• Assessed the correct identity and strength of medications.
• Trained junior staff on operational procedures and safety protocols, fostered skill development.
• Coordinated closely with wider team members for successful completion of tasks within deadlines.

• Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.
• Completed NPA checking qualification.
• Provided an elevated customer experience to generate a loyal clientele.
• Handled high-volume daily paperwork and cooperated with the accounting departments regarding invoicing and shipping problems.
• Monitored expiry dates of medical supplies and medications.
• Supported duties for diagnostic and technical treatment procedures, such as setting up and operating specialist medical equipment and apparatus.
• Enhanced team collaboration by communicating effectively with colleagues and supervisors.
• Conducted over-the-counter sales, providing customers with necessary products quickly.

• Provided patient education.
• Created and maintained computerised record management systems to record and process data and generate reports.
• Regularly stocked shelves, rotated stock and checked for expired medications.
• Completed new and updated patient records, including lists of patient medications.
• Pre-packed bulk medicines, filled bottles with prescribed medications and affixed correct labels.
• Reconstituted oral liquids.
• Efficiently operated cash register and handled cash, checks, and charge transactions.
• Provided specialised services to help patients manage conditions such as diabetes, asthma and high blood pressure.
• Dealt with GP surgeries and other healthcare providers to facilitate seamless patient care.