Jane Wilson
Operations Manager | Business Support and Administration
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About
Experienced and approachable operations and administration professional with over 10 years' experience managing the day-to-day running of a busy healthcare organisation. Highly organised, reliable and confident in coordinating people, processes and competing priorities, with strong communication and problem-solving skills. Experienced in staff management, service improvement, compliance, data and administration, with a practical and calm approach to challenging situations.
I enjoy supporting teams, improving the way things work and making sure services run efficiently while maintaining a positive and friendly working environment.
Experience
Operations Manager - Urban Village Medical Practice
(2022-07)
- Oversee daily operations of a busy inner-city GP practice, ensuring efficient, safe, and patient-focused service delivery.
- Line manage administrative and reception staff, including recruitment, training, supervision, and performance management.
- Coordinate clinical rotas, annual leave, and staffing cover to maintain continuity of care.
- Lead on CQC compliance, preparing documentation, leading inspections, and embedding quality improvement processes.
- Manage patient complaints, ensuring timely investigation, resolution, and shared learning across the team.
- Support the development and implementation of new services and digital tools, including FootFall, AccuRx, and online triage systems.
- Monitor and report on operational performance, demand and capacity, and patient access data for PCN and ICB reporting.
- Work closely with GPs, nurses, and the PCN team to align operations with clinical priorities and national guidance.
- Ensure effective communication and team engagement across the practice to foster a positive and responsive culture.
Data Manager - Urban Village Medical Practice
(2013-07 - 2022-06)
- EMIS Web and NHS clinical systems
- Docman document management
- Data quality and record accuracy
- Patient registration and GP2GP transfers
- Clinical coding and document processing
- Confidentiality and GDPR compliance
- Strong attention to detail
- Data entry and database management
- Reporting and audit support
- Workload prioritisation and time management
- Communication with clinical and administrative teams
- Problem solving and process improvement
- Microsoft Office (Excel, Word, Outlook)
- Managing high volumes of information
- Understanding of QOF and NHS administrative processes
Merchandiser and Customer Service - LoveLula.com
(2008-11 - 2013-02)
- E-commerce and online retail administration
- Product merchandising and stock management
- Customer service and customer support
- Order processing and returns handling
- Strong written and verbal communication
- Attention to detail and accuracy
- Website product listing and content updates
- Inventory monitoring and stock control
- Problem solving and complaint resolution
- Time management and prioritisation
- Microsoft Office and online systems
- Teamwork and collaboration
- Ability to work in a fast-paced environment
- Understanding of beauty products and trends
Education
A Levels - Helsby High School (2002-06)
GCSEs - Helsby High School
