Meet Healthcode’s Service Delivery Executive

Tell us about your role at Healthcode – what’s involved?

I help with the onboarding of new customers, such as new subscribers to our ePractice plans, as well as software vendors or insurers that want to integrate with our services.

I run 1-2-1 tutorials with new subscribers to get them up and running. These tend to be longer sessions where we go through everything that they need to get set up on the system whereas my Healthcode Academy colleagues offer shorter modules focusing on particular areas like electronic invoicing and collection.

Can you give examples of the kinds of things you help customers with?

Besides online training, an example would be when new software vendors want to integrate with Healthcode for services like Clearing. I’ll provide technical support to the development teams to make sure that their system works with ours, for example checking that the interface works seamlessly and ensuring the data they’re sending us meets the requirements for insurer validation.

What qualities do you bring to the job?

I’d like to think I’m a bit of a knowledge sponge. I was on an NHS IT helpdesk before joining Healthcode’s Customer Services team in 2016. Since then, I’ve been given the opportunity to work in different departments within the business and have been part of the Service Delivery team since 2022. I’ve tried to soak up as much knowledge as I can from my experiences. When a problem does come up, I’ll often remember dealing with something similar or I’ll know the best person to ask because they’ve helped me out before.

What do you like about your job?

I enjoy the investigation side of things as I never know what might come up. When someone comes to me with a problem, I like taking on the challenge of trying to figure out what’s happened and find a solution.

It’s a great feeling when I finally get to the bottom of an ongoing issue. That thanks I get from the customer and knowing that I’ve done a good job for them is really satisfying.

What’s the number 1 tip you’d like to pass onto new Healthcode customers?

Keep asking questions. If you don’t know how to do something there’s loads of resources on the Help and Support section of the website, 1-2-1 tutorials on Healthcode Academy or you can ask our great Customer Services team. There’ll always be someone willing to help.

What future Healthcode products are you excited to share with customers?

At the moment I’m especially excited to tell them about ICE, our new real-time appointment booking solution which is already causing a buzz within the sector. Essentially, we’ve created an integrated channel exchange that allows healthcare providers to share information about their services and free booking slots with anyone who wants to access them. It’s going to revolutionise the booking process for our customers and their patients and I’ll be here to help them get on board.

What do you love about working at Healthcode?

It’s got to be the people I work with. When I joined eight years ago, I didn’t envisage that I would be here for so long but my colleagues have definitely played a big part in that. I’ve always been part of a great team which I really enjoy and we help each other. I also know who my go-to colleagues are when I’m not sure.

How would your colleagues describe you?

I’d like to think that they find me approachable and that usually I know the answer to a question. If someone in the team doesn’t know something, they’ll often ask me first.

And finally, how do you switch off outside work?

I’ve recently been planning my wedding with my other half, including our honeymoon in Rome and Florence. That’s been a really enjoyable but busy time but usually I love spending quality time at home, where I enjoy cooking, reading and playing video games. I’m also a big cinema fan so whenever I get the chance to watch a new release or revisit an old classic, you’ll find me there.