Daniel James Hayes
Summary
- Experienced business support manager with four years of demonstrated success leading complex, cross-functional teams situated over multiple locations
- Highly organized and hard-working individual, providing impactful and consistent leadership
- Offering strong administrative skills, paired with a desire to learn and grow within all environments
Overview
14
14
years of professional experience
Work History
Business Support Manager
Health New Zealand | Te Whatu Ora
03.2020 - Current
- Support the senior leadership team, by providing day-to-day operational leadership to a large administrative booking team across multiple locations (approx.42fte)
- Manage the day to day service delivery for multiple departments, in accordance with standards set out by the Ministry of health
- Build and maintain long standing relationships with the executive leadership team, service managers, clinical leads and other internal, external groups and agencies
- Ensure patients receive timely access to clinical treatment, through delivery of a high-quality, patient focused bookings
- Support my operations manager to meet deadlines and budget projections
- Contribute to capex, change of cause and business cases, inclusive of equipment, fte and funding
- Providing service input and feedback within SIOC, SCRUM and Planned care meetings
- Manage large staff numbers and skill mix, recruiting turnover as required
- Maintain accurate records of staff leave and absences, following human resource processes
- Investigating service incidents and complaints, taking appropriate action and making recommendations to avoid repetition
- Conduct regular one to ones, establishing leave management plans, to maintain staff wellbeing
- Promoting effective communication, so that high levels and standards of practice are adhered to
- Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
- Previously the Team Leader and before that Team Supervisor
Patient Administration Coordinator
Te Whatu Ora | Te Toka Tumai
04.2019 - 03.2020
- Booking administrator across reception, outpatient & surgical booking services
- Arrange preadmission and surgical procedures for a fast growing department, across multiple theatres, reaching ESPI and SIOC required targets
- Delivered exceptional customer service while managing incoming calls/email inquiries from both internal and external parties professionally and promptly.
- Worked under the guidance of the service manager to ensure the smooth and consistent running of theatres, so that patients were seen and cared for in a timely manner
- Work within a professional team to deliver an excellence of care to patients and their families
- Help to manage my colleague's workload in times of unplanned absence
- Uphold and display the ADHB values of Welcome, Respect, Together & Aim High
- Adhere to ministry of health guidelines ensuring each patients outcome is no greater than one hundred and twenty days
- Maintain knowledge of current best practices, whilst continually seeking to improve knowledge about the organisation and new processes
- Set achievable targets and goals ensuring work was completed within an effective time frame
- Source and prepare client files and personal information, maintaining confidentiality
- Contributed to a positive work environment by organizing team-building activities that fostered camaraderie among colleagues.
Youth Worker
Safe Places for Children
11.2017 - 11.2018
- I provided therapeutic residential care, support and leadership to children and young adults aged5 –17 with complex trauma backgrounds
- My role within a small team was to guide and demonstrate the skills to live independently
- Advisory position within a multidisciplinary team as to how best proceed with individual care
- Extensive reporting of care to government authorities as well as face to face meetings
- Extreme patience and problem-solving abilities
Mental Health Support Worker
Global Disability and Healthcare
03.2017 - 11.2017
- Support of a twenty-four-year-old female client with complex trauma, BPD, Bipolar, post-traumatic stress and suicide ideation/attempts
- Team based role with extensive training relating to the specific individuals care needs
- Demonstrate the ability to work well under pressure
- Daily meetings and in-depth handovers communicated effectively with internal/external agencies
- I ensured that clients have maximum opportunity for developing a valued lifestyle
- Help to build personal and professional relationship and achieve goals
Residential Support Worker
Orbis Education & Care
02.2011 - 11.2015
- Support for children and young adults with high and low functioning Autism and other impairments, who can display high levels of physical aggression
- Supporting the management team in the running of the home
- Team leading experience where there was unforeseen absence
- Leader of a purpose-built core team for a young man, with a person-centred approach
- Lead a shift overseeing multiple children and staff members
- Arranging cover for absence
- Implement and demonstrate company policies and procedures
- Carry out key admin tasks such as - update placement plans, Positive behaviour support plans (PBS) risk assessments, attend MDT meetings and LAC reviews
- Promote independence and help each individual to learn new life and living skills
- Provide assistance with personal development and life choices
Education
Level3 Advanced Certificate - Positive Behaviour Support (PBS)
09.2015
QCF/NVQ Level3 diploma - Health and Social Care Children and Young People
05.2012
Skills
- Advanced interpersonal and communication skills, both verbal and written
- English language proficiency
- Resourceful and resilient; able to apply critical thinking to solve complex problems
- Ability to work constructively with others in order to resolve conflict
- Strengths based, outcome and solution focused
- Positive team player, reliable and responsive
- Flexible and adaptable, able to help lead change
- Honest and trustworthy
- Ability to think outside the square and take initiatives to make positive contributions to the team culture/ performance / values
- Accountability for time, performance and productivity
Training
- Just culture training
- Management Development Programme - ongoing
- Coaching conversations
- Security, Rainbow diversity, Treaty of Waitangi, Understanding Tikanga, Fire Training, Emergency response procedures, Calm communications, Healthy & Safety, Privacy & Confidentiality
- Therapeutic Crisis Intervention, Crisis communication, de-escalation, First Aid: January2017
- Sexualised Behaviour, mental health, suicide awareness, complex trauma
- Specialist Services Training Systems (SSTS) Safe Holding (restraint), Break & escape techniques
- Autism Awareness, Effective communication
- Child Protection, Equality and Diversity, Safeguarding
- POVA, Risk Assessments, Manual Handling
- Record Keeping, COSHH, Fire Safety, Infection Control
- Epilepsy, the safe administration of Medication
Hobbies and Interests
I am an active guy who enjoys keeping fit with regular exercise, boot camps, running and hiking. I enjoy discovering the scenic beauty that New Zealand has to offer and aim to complete all of the great walks. I enjoy a healthy work life balance and promote as such throughout my team. My colleagues, whanau, friends and family would describe me as a social individual, who is outgoing, motivated, loyal, family orientated and someone who loves to travel.
Timeline
Business Support Manager
Health New Zealand | Te Whatu Ora
03.2020 - Current
Patient Administration Coordinator
Te Whatu Ora | Te Toka Tumai
04.2019 - 03.2020
Youth Worker
Safe Places for Children
11.2017 - 11.2018
Mental Health Support Worker
Global Disability and Healthcare
03.2017 - 11.2017
Residential Support Worker
Orbis Education & Care
02.2011 - 11.2015
QCF/NVQ Level3 diploma - Health and Social Care Children and Young People
Level3 Advanced Certificate - Positive Behaviour Support (PBS)
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