Virginia Chapman
Summary
High energy senior healthcare manager with 12 years progressive experience managing, developing and overseeing multiple hospital departments. Successful track record of project management and leading and supporting teams to perform at optimum efficiency. Possesses a wide knowledge of all operational processes throughout the patient journey. Highly committed to patient satisfaction whilst having strong business acumen.
Overview
13
13
years of professional experience
Work History
Operations Manager, THSC, LOC and HCA UK at UCH
HCA Healthcare UK
11.2021 - Current
- Day to day operational management of 20+ buildings
- Developing the hospital wide strategy - directly responsible for the management of yearly hospital objectives including the accountability of each member of the Senior Leadership Team
- Operational leadership of major construction projects across the facility including all team displacement, relocation and planning
- Working as part of the Senior Management Team to drive quality improvement and maximise patient activity in a patient centric environment
- Strong awareness and understanding of CQC and regulatory requirements - maintaining standards, undertaking risk assessments, ensure active reporting of incidents, identifying issues and causes and implementing effective solutions
- Member of the inpatient and outpatient patient experience committees - ensuring robust and effective action plans are in place to improve patient experience across the campus
- Health and Safety Committee Chair
- Emergency Planning, Business Continuity and Security Committee Chair and Business Continuity and Emergency planning lead for the campus
- Working closely with Head of IT and Estates Manager to lead on hospital wide improvement projects
- Management of Front of House, Portering, Concierge, Scheduling Administration and Hotel Services teams - 85% engagement achieved in 6 monthly staff survey
- Continuously building relationships with internal and external stakeholders
- Sustainability Lead for the campus
- Consulting and restructuring teams to improve operational efficiency
Operations Manager
Mediclinic City Hospital, Mediclinic Middle East
06.2019 - 10.2021
- Direct reports 12
- Indirect reports 145
- Operational management across both Inpatient, Day care, Outpatients, Admissions, Revenue Cycle Management, Medical Records and Insurance (280 bed hospital)
- Operational and Financial reporting against budget and year on year (Financial Tableau)
- Building relationships with external clients
- Monitoring hospital KPI's
- Developing and rolling out new practices to increase productivity and reduce costs
- Running corporate wide projects at a hospital level (including roll out of Customer Relationship Management system)
- Patient Experience hospital lead
- Assisting with Marketing Strategies
- Development of new Business Strategies to improve operational quality and overall team efficiency
- Staff Engagement
Front Office Manager
Mediclinic City Hospital, Dubai, Mediclinic Middle East
02.2019 - 05.2019
- Responsible for a team of 80 staff
- Managing the every day operations of Front Office/Outpatients across two sites (Main Hospital and North Wing)
- Financial Reports
- Revenue Cycle Management
- Implementation of new processes to improve departments efficiency
- Audits
- Leading ad hoc projects
- Providing support for marketing campaigns
- Monitoring Doctor's clinic utilisation/scheduling
- Recruitment, training and performance management
- Analysing patient feedback reports
- Creating Action plans for Employee Survey results
- Incident investigations
- Patient/Doctor complaints
Patient Administration Supervisor
The Portland Hospital and The Harley Street Clinic, HCA
06.2017 - 06.2018
- Managing a team of 12 staff
- Management of all inpatient cases for both facilities (approx 1500 per month)
- Managing theatre utilisation across 7 theatres
- Also includes continuation of duties listed below in previous position
Patient Administration Supervisor
The Portland Hospital. HCA Healthcare UK
01.2014 - 06.2017
- Monitoring KPI’s
- Managing a team of 8 staff
- Budgeting and financial planning
- Management of all inpatient cases (approx 800 per month)
- Regular meetings with Executive team and Clinical teams
- Constant communication with consultants
- Patient Experience Committee member
- Providing complex quotations to patients,embassies and insurance companies
- Business Development and improving the patient journey
- Datix incident investigations
- Building and maintaining strong relationships with company stakeholders
- Analysing Reports
- Managing Ad hoc projects
- Management of patient complaints
- Management of outsourced NHS contracts
- Managing theatre utilisation across 3 theatres
- Theatre diary management
- Project Lead for implementation of new bed management system (Tele-tracking)
- Writing policy and process documents
- Recruitment
- Creating training documentation
- Performance management
Patient Administration Officer
The Portland Hospital, HCA Healthcare UK
09.2012 - 12.2013
- Allocation of theatre time to consultants - managing the theatre diary
- Working as part of a team in the hospital Business Office (Outpatients, Reservations, Admissions and Finance)
- Bed Management (Obstetric, Paediatric and Gynae)
- Constant use of MS office as well as the hospital systems including Meditech and the Online Portal
- Booking all medical and theatre inpatient admissions
- Liaising with insurance companies to confirm and extend patient cover
- Attending regular meetings with Senior Management and the Theatre Manager to discuss bed management and theatre allocation
- Sending patient correspondence via post and email
- Constant communication both face to face and via telephone and email with consultants, patients, medical secretaries, theatres and all departments within the hospital
- Prioritising workload (Dealing with constant urgent admissions and enquiries)
- Continuously gaining medical knowledge and becoming familiar with new medical terminology
- Training new staff members and assisting colleagues
- First point of contact for consultants and their secretaries wanting to arrange an inpatient admission
Outpatient Coordinator
The Chaucer Hospital, BMI Healthcare
10.2011 - 08.2012
- Pre Assessment Clerk
- Continuous multitasking
- Working as part of a team in the Outpatient office
- Booking and arranging appointments with consultants through GP referrals
- Receptionist – First point of contact for patients coming to the hospital
- Constant use of IT software including MS office and the healthcare computer systems Ultragenda and Medax
- Attention to detail – patient confidentiality
- Constant communication with patients, consultants, medical secretaries and nurses both face to face and via telephone
- Prioritising and organising work load effectively and efficiently in an extremely demanding role
Education
Bachelor of Science - Business Studies and Geography
Canterbury Christ Church University
Kent, England2011
Architecture 1st year
University for the Creative Arts
Kent, England2008
A levels - Business Studies and Economics, Geography, Product Design and General Studies
Dover Grammar School for Girls
Kent, England2007
GCSE's - 11 GCSE's Grade A*- C including Mathematics, Science and English
Dover Grammar School for Girls
Kent, England2005
Skills
- Healthcare management
- Operations management
- Problem solving
- Time management
- Budgeting
- Business development
- Excellent attention to detail
- Project management
- Decision making
- Medical terminology
- Quality improvement
- Staff engagement
Achievements
- Successful project management and opening of new Women's Health Centre at The Harley Street Clinic
- Successful coordination of the 2023 and 2024 hospital wide strategy/objectives at The Harley Street Clinic, LOC and HCA UK at UCH
- Successful restructure of Patient Access department at The Harley Street Clinic and LOC
- Working with internal and external stakeholders on hospital wide refurbishment programme
- Introducing, recruiting and embedding a Concierge team at The Harley Street Clinic and LOC
- Successful restructure and centralisation of switchboard
- Successful roll out of Online Patient Registration system at The Harley Street Clinic and LOC
- Supporting the transition of Hotel Services department TUPE
- Successful implementation of new Telephony/Network at Leaders in Oncology Care
- Implementation of Customer Relationship Management system at Mediclinic City Hospital, Dubai
- Implementation of Telemedicine at Mediclinic City Hospital, Dubai
- Successfully opening a Drive through PCR tent during Covid-19 pandemic at Mediclinic City Hospital, Dubai
- Successfully running the Mohammed Bin Rashid University Space Centre project
- Successfully supporting and managing all PCR Covid testing for major sporting events in Dubai including European Tour Golf and World Tennis Championships
- Successfully helping implement the operational procedures and policies in order to receive Covid free status at Mediclinic City Hospital, Dubai
- Oversaw the successful implementation of bed management system Tele-tracking at The Portland Hospital
- Frist Humanitarian Award - Employee of the Quarter
- Successful merge of The Portland Hospital and The Harley Street Clinic Administration teams
Additional Information
- Full Clean Driving License
- Experienced in using MS Office
- Experienced in using Hospital Information systems/Electronic Health record systems
Hobbies
- Travelling
- Spinning/Cycling
- Golf
- Yoga
- Pilates
- Running
References
Available on request
Timeline
Operations Manager, THSC, LOC and HCA UK at UCH
HCA Healthcare UK
11.2021 - Current
Operations Manager
Mediclinic City Hospital, Mediclinic Middle East
06.2019 - 10.2021
Front Office Manager
Mediclinic City Hospital, Dubai, Mediclinic Middle East
02.2019 - 05.2019
Patient Administration Supervisor
The Portland Hospital and The Harley Street Clinic, HCA
06.2017 - 06.2018
Patient Administration Supervisor
The Portland Hospital. HCA Healthcare UK
01.2014 - 06.2017
Patient Administration Officer
The Portland Hospital, HCA Healthcare UK
09.2012 - 12.2013
Outpatient Coordinator
The Chaucer Hospital, BMI Healthcare
10.2011 - 08.2012
Bachelor of Science - Business Studies and Geography
Canterbury Christ Church University
Architecture 1st year
University for the Creative Arts
A levels - Business Studies and Economics, Geography, Product Design and General Studies
Dover Grammar School for Girls
GCSE's - 11 GCSE's Grade A*- C including Mathematics, Science and English
Dover Grammar School for Girls
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