Summary
Overview
Work history
Education
Skills
Interests
Additional Information
Timeline
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SONIA SMITH

Wednesfield,Wolverhampton

Summary

I am an articulate, hard working and reliable person, with a total of 29 years commercial experience in various general administration and management roles,


Organized and dependable I have been successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate with strong organizational skills, detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously.

Overview

31
31
years of professional experience
7
7
years of post-secondary education

Work history

Performance and Quality Lead

Practice Plus Group
Wolverhampton
05.2023 - Current
  • Raised purchase orders, received invoices and authorised payments.
  • Met compliance targets and turnaround times, consistently achieving individual and team performance targets.
  • Answered and resolved queries and issues from all levels of business.
  • Collated and reviewed statutory certification and evidence of other mandatory maintenance tasks, filing and uploading into company systems.
  • Responded to time-sensitive queries quickly for fast resolution.
  • Performance and data analysis including to provide support and/or training to staff where targets are not being met.
  • Service Improvements and Project Support - For example implementation of medication Traka unit's to assist with meds management, purchasing of equipment to ensure health and safety compliance, obtain details and full quotation for a mobile MRI unit to attend site.
  • Monitoring regional weekly performance workbooks.
  • Nights provision and escort and bed watch analysis.
  • Monitoring quality indicators.
  • System One training
  • HR Support - Continue to maintain Substantive/Agency and Bank staff databases, sickness, staff probation's, 121's and performance reviews.
  • Mandatory training compliance for in excess of 50 staff.
  • Arranging and booking non-mandatory training courses such as ILS, Venepuncture, Suturing and Ear Irrigation.
  • Attend meetings and minute/provide reports where required.
  • Cover for the Business Services Manager in her absence.


Business Services Manager - Secondment

Practice Plus Group
Wolverhampton
05.2021 - 05.2023
  • Led and supported Business Support Manager and the administration team to achieve objectives.
  • Trained staff on operating procedures and company services.
  • Implemented and maintained detailed staff database to make it easy to track the clearances for all new and existing staff.
  • Implemented and maintained a new starter process to ensure all new starters received their log in's to access their Windows/IT accounts, order their uniform and ICE access to print bloods forms.
  • Arranged photo ID badges and smartcard's for all new starters.
  • Tracked probation review dates of all new starters and ensured the line managers were aware when these were due.
  • Tracked 121's and yearly Performance Reviews for all substantive staff and informed line managers when these were due for completion.
  • Monitoring and chasing completion of mandatory training by all staff.
  • Implemented and maintained a new sickness database which tracks all staff sickness in hours and days, so action can be taken swiftly when staff trigger the sickness policy or as they escalate through the various stages.
  • Implemented and maintained a database of all agency and bank staff with contact details.
  • Implemented and maintained a database of all staff annual leave to ensure this is managed and the correct skill mix can be maintained on a day to day basis.
  • Responsible for the ordering of all Healthcare and IT equipment and raising purchase orders.
  • Responsible for approving invoices for payments and checking goods have been received.
  • Responsible for the collation of all time sheets and the weekly payroll of all bank and agency staff.
  • Responsible for the completion and collation of weekly finance data, which includes forecasting staffing levels and costs across the month, monitoring subcontractor services and sessions contracted and delivered. Monitoring/updating weekly escort and bed watch data for patients that have had to attend hospital on a emergency or planned basis.
  • Responsible for the completion, collation and submission of Social Care payment forms to South Staffs County Council.
  • Responsible for the collation, interpretation and completion of weekly and monthly data across all healthcare services at HMP Oakwood for submission to NHSE commissioners, This includes Workforce, Activity/Clinic Utilisation, KPI's, Section 7a and QOF data.
  • Responsible for implementing and distributing new or updated policies and/or processes to all staff.

Business Support Manager - Healthcare

Practice Plus Group
Wolverhampton
07.2018 - 05.2021
  • Managed an admin team of 6 and completed staff probation reviews and monthly 121's.
  • Kept back office operations smooth and efficient to support business needs.
  • Processed stationary orders for all departments.
  • Managed patient complaints by recording and sending a written response and escalating to the Patient Engagement Lead where patients were not satisfied.
  • Provide and update patient information via leaflets, display boards and patient notices.
  • Tracked healthcare data, developed processes and presented findings via verbal updates, written reports and excel spreadsheets.
  • Provided basic IT support to office users of desktops and printers.
  • Acted as point of contact for internal and external stakeholders, managing shared team inboxes and forwarding correspondence promptly.
  • Assisted with collecting statistics, data and other management information.
  • Documented, analysed and reported monthly data for submission to NHSE.
  • Built and maintained strong working relationships with colleagues.
  • Prepared and organised meetings, set up meeting rooms and took notes/minutes and completed follow-up actions.

Healthcare Administrator

Practice Plus Group
Wolverhampton, West Midlands
05.2015 - 07.2018
  • Set new appointments, rescheduled appointments, and sent reminders.
  • Supported needs of patients from diverse backgrounds and helped each person access medical services.
  • Shared communications between medical staff and patients.
  • Trained and supervised junior clerical staff handling diverse office needs.
  • Documented patient encounter information, laboratory results, and correspondence for records.
  • Used excel spreadsheet software to track important data and identify administrative trends.
  • Answered phone calls and handling patient inquiries.
  • Reception duties including booking in patients and dealing with patient queries face-to-face.


Administration and Clerical Assistant

NDB Engineering Limited
Willenhall
06.2013 - Current
  • I was responsible for a variety of administrative roles including the updating of maintenance records, test certificate administration, supplier progress chasing, update of job route cards onto the computer system, assistance with clock-cards and payroll processing, ordering of office consumables.
  • Streamlined operations by organising files and documents to implement improved workflow and organisation.
  • Supported staff with administrative needs for photocopying, faxing and filing.
  • Arranged filing systems for easy use and retrieval by personnel.

Insurance Sales and Customer Service Advisor

Swinton Insurance
Pelsall, Bilston and Wolverhampton
09.2001 - 07.2009
  • Provided cover for a number of branches including Pelsall, Wolverhampton & Bilston.
  • Utilised extensive insurance knowledge to advise potential customers on appropriate insurance policy.
  • Trained new and junior Insurance Sales Advisors.
  • Resolved numerous customer inquiries and complaints each week.
  • Calculated premiums based on medical information and other factors unique to specific client.
  • Received insurance premiums from clients and processed accounts.
  • Processed customer instructions for policy amendments.
  • Handled insurance queries from quotation stage to renewal.
  • Helped clients set up new policies and followed up about timely payments.
  • My reason for leaving this position was to become a full-time mother whilst my son was very young.

Office Clerk

J.E.Powell Insurance
Cannock
02.1993 - 09.2001
  • Generated increase in new clients by proactively contacting previous quotes and lapsed clients.
  • Collaborated with insurance brokers or agents in creating packages suited to client needs.
  • Guided clients on correct coverage limits based on analysis of risk factors.
  • Reviewed new insurance products from carriers to determine suitability for client needs.
  • Processed customer instructions for policy amendments.
  • Handled insurance queries from quotation stage to renewal.
  • Advised clients on whether and when to make claims on policies.
  • Received insurance premiums from clients and processed accounts.

Office Junior

ADF Scales Ltd
Cannock
07.1992 - 02.1993
  • Streamlined operations by organising files and documents to implement improved workflow and organisation.
  • Ran reception areas by greeting visitors and responding to telephone and in-person requests for information.
  • Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
  • Sorted and distributed business correspondence to correct department or staff member.
  • Supported executive leadership and office staff by managing operational workflow.
  • Responded to telephone enquiries from clients, vendors and members of public.

Education

GCSEs -

Cheslyn Hay High School
Walsall
09.1987 - 06.1992

City & Guilds - Business Administration

Lloyds British Training
Cannock, Staffordshire
06.1992 - 06.1994

Telephone Techniques -

Pitman Examination
Lichfield, Staffordshire

Practice Plus Group

Secure Direct Insurance
2009

Skills

  • Data recording
  • Team Training
  • Key performance indicators
  • Quality Management
  • Performance Evaluations
  • Data & Performance analysis
  • Technical troubleshooting
  • Data interpretation

Interests

SUPPLEMENTARY INFORMATION - HOBBIES AND INTERESTS , Aside from being a busy working mum, I do try to find time to read books - usually fiction and sometimes autobiographies. I enjoy family time - eating out, day trips etc when time allows, but I also cherish the time spent with our neighbours and extended family. I am an avid lover of TV soaps, but I enjoy visiting the cinema and sometimes the occasional musical theatre production.

Additional Information

  • .

Timeline

Performance and Quality Lead

Practice Plus Group
05.2023 - Current

Business Services Manager - Secondment

Practice Plus Group
05.2021 - 05.2023

Business Support Manager - Healthcare

Practice Plus Group
07.2018 - 05.2021

Healthcare Administrator

Practice Plus Group
05.2015 - 07.2018

Administration and Clerical Assistant

NDB Engineering Limited
06.2013 - Current

Insurance Sales and Customer Service Advisor

Swinton Insurance
09.2001 - 07.2009

Office Clerk

J.E.Powell Insurance
02.1993 - 09.2001

Office Junior

ADF Scales Ltd
07.1992 - 02.1993

City & Guilds - Business Administration

Lloyds British Training
06.1992 - 06.1994

GCSEs -

Cheslyn Hay High School
09.1987 - 06.1992

Telephone Techniques -

Pitman Examination

Practice Plus Group

Secure Direct Insurance

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SONIA SMITH