Meet Healthcode’s Marketing and Communications Manager

Tell us about your role in the Marketing Team

I look after the brand and communications with our customers. That includes leading and delivering marketing campaigns for our Claims Management services, The PPR, ICE our online appointment booking platform and our new Sentinus business intelligence product, alongside other projects like our Charitable Partnership with the Rainbow Trust, organising events, public relations and sponsorship. It means I’m spinning lots of different plates every day but I’m lucky to have great support from my team.

You’ve been with Healthcode for a while – how have things changed since you joined?

It’s hard to believe that I was one of the youngest employees when I joined 11 years ago and of course, the company looked very different too. Since then, I’ve seen Healthcode grow and advance with new products, people and ideas and it’s lovely to be part of that journey.

My first role was in the Customer Services team which was then responsible for support and registering new customers. As demand increased, it made sense to have a dedicated team to look after new registrations and I eventually became Registrations Team Leader. After that, I moved into a hybrid business development and marketing role for a few years before joining the Marketing Team. This is where I’ve found my niche but I think having experience in these different roles has been beneficial as it’s helped me understand what our customers want and their concerns, as well as getting a rounded view of the business.

How do you think the Marketing Team make a difference?

A large part of our role is to explain to our customers who we are and what we have to offer. We have so many smart products and services that help healthcare businesses save time and money but it’s up to us to keep them informed about all the clever features and how they make a difference. At the same time, we want to engage with customers across all available channels and encourage them to tell us about their concerns and pain points so we can feed these back to the relevant teams and ensure we’re always focused on making things better. 

Marketing is such as broad term but a lot of it is about building trust and taking care of our brand. In 2022 we completed a major rebranding project to mark a new chapter for the business. Now we have a bold, bright identity that better reflects our ambition and focus on innovation but that will only resonate with customers if we earn their trust in everything we say and do.  

What are you working on right now and when will we see the results?

As far as the products under my umbrella are concerned, the most exciting developments are happening in Claims Management. Our product developers are currently in the last stages of a major upgrade to our Authorisation service which consists of Find Member (Phase 1) and Pre-authorisation (phase 2). Customers know and love the product today because it saves them the time and hassle of calling insurers to confirm patients’ membership and obtain pre-authorisation for their treatment plan. However, we’ve completely rewritten the old version and given it a facelift to make it brighter, clearer and more intuitive, as well as creating APIs to support integration with existing systems.

In the background, we’ve also been working on a rewrite of electronic remittances which supports automated payment reconciliation, another very time-consuming manual task. In this case, the product team set up customer user groups at the development stage so they could collect feedback and tailor the product. The Marketing Team have been working closely with our product teams on this journey and we’ll be supporting the delivery of these brilliant solutions later this year. I can’t wait for customers to experience the transformation for themselves.

What’s been your proudest achievement at work and why?

Organising our WAY24 showcase event in December was a huge deal for me and quite stressful at the time but the attendee feedback was phenomenal. WAY – what a year – was the perfect concept to encapsulate an action-packed 12 months for Healthcode and I think holding it in a digital space (Frameless in Marble Arch) venue really helped to make an impact and bring our brand to life. I think we’re going to have to pull out all the stops to top it this year for WAY25 and I’m excited for the challenge.

What’s the most rewarding thing about working for Healthcode?

The company has given me the tools to grow and supported my career development. When I first joined, I didn’t really have any clear direction about what I wanted to do and what I was good at but that’s all changed because of the experiences and opportunities that have been available to me here.

Who’s your Healthcode hero and why?

Can I have three? Parminder Kalsi, Fiona Booth and Desné Marston are close colleagues who’ve mentored me, shown me the ropes and seen potential that I didn’t recognise at the time. I never thought I’d be ready for a management post like this but Parminder had faith in me and that’s given me the confidence to take on new challenges and keep learning every single day.

And finally, how do you switch off when you’re not at work?

My daughter keeps me very busy managing the school run, homework and weekend activities. I enjoy cooking for my family and my lasagne usually goes down well. Travel is another interest of mine – my mum and I are planning to take my daughter on a girls’ trip to Dubai this April. It was my milestone birthday last year so this is a late celebration but now we’ve booked our tickets, I can’t wait.