● Led a team of care coordinators overseeing high-volume virtual consultations, ensuring operational efficiency and service level compliance. ● Designed and implemented workflow optimisation strategies that reduced patient wait time by 12% and improved appointment utilisation rates. ● Developed and monitored departmental KPIs, including response time, escalation rate, no-show percentage, and patient satisfaction metrics. ● Conducted root cause analysis (RCA) for service gaps and implemented corrective action plans (CAPA) to improve care continuity. ● Ensured 100% compliance with EMR documentation standards, privacy regulations, and clinical governance policies.