Nicola Jillings

• Clinic & Team Operations: Oversee day-to-day running of both the clinic and mobile physio service, managing diaries, bookings, and ensuring seamless coordination across teams
• Patient Scheduling & Travel Planning: Schedule patient appointments, coordinating travel time for home physios to optimise efficiency within their operating zones and maximise patient coverage
• Frontline Communication: Manage incoming calls and emails, handling new enquiries, follow-ups, and booking logistics with a strong focus on customer service
• Insurance & Billing: Maintain up-to-date patient insurance details (authorisation codes, policy info); liaise with major providers including AXA, BUPA, WPA, Healix, and Proclaim Care
• Invoicing & Payment Oversight: Oversee all patient and insurance invoicing, check for accuracy, issue corrections, and follow up on overdue or excess payments
• Reporting & Data Management: Prepare and submit weekly and monthly reports on clinic performance, patient caseloads, attendance, payment tracking, and debtors by account
• Facility & Equipment Management: Ensure the clinic is clean, tidy, and professionally presented at all times; monitor physio and Pilates equipment for safety and functionality; resolve any maintenance or supply issues (e.g., laundry, water, stock)
• Staff Support: Support onboarding/offboarding of team members, manage holiday and sick leave via Bamboo HR, and ensure smooth team communication
• Collaboration & Cost Control: Work closely with the Clinical Director and Service Lead to support clinical goals, manage the clinic budget, and identify areas to improve efficiency
• Relationship Building: Liaise with external consultants, GPs, and reception staff to coordinate care; maintain a professional presence and build strong working relationships across clinics and teams

• Welcomed all clients and offered refreshments upon arrival.
• Provided new clients with necessary questionnaires for completion.
• Addressed client issues via phone promptly each day.
• Liaised with clinicians to assess needs during each shift.
• Documented daily interactions with clients and clinicians, highlighting action points for follow-up.
• Ensured cleanliness and organisation of reception area, including toilet facilities.
• Delivered a positive visitor experience through friendly and professional service.

• Managed front desk operations and administration to ensure efficient service delivery & to guarantee patient flow and optimal scheduling throughout the centre.
• Oversaw office management tasks to optimise workflow and resource allocation.
• Processed invoicing, receipts, and payments to maintain accurate financial records.
• Coordinated booking schedules and managed Practitioner diaries electronically for effective time management.
• Exhibited strong customer service skills to resolve enquiries and foster positive relationships.
• Tracked and managed client leads to identify growth opportunities for business expansion.

The same duties at Spirohealth were required of me at Spine: Posture & Performance excluding content creation for social media and tracking and managing leads for the business.

• Maximised customer satisfaction ratings by providing friendly, courteous service.
• Regularly attended tables to check on customers and process additional orders swiftly.
• Worked alongside kitchen and front of house teams to refine operational standards.
• Conducted inspections of food preparation areas to ensure compliance with cleanliness regulations.

I worked at Jaspas full-time for a short period while I was at home before I moved to the UK to begin my undergraduate studies.

• Conducted lesson planning and preparation to enhance educational delivery.
• Motivated and inspired participants through engaging teaching methods.
• Developed active listening skills to effectively assess children's needs.
• Fostered an energetic and positive classroom environment.

• Memorised lines with care and in advance, avoiding excess takes
• Learned cues and timings to deliver seamless productions
• Read and interpreted scripts and applied creative expertise to build performances
• Took direction well to perform parts exactly to requirements
• Followed direction of production leadership and collaborated smoothly with fellow actors