Lead Assistant Technical Officer
Natalie Harvey
Natalie Harvey currently line manages a team of seven ATOs (Assistant technical officers) in running hearing aid repair clinics, including a postal service at Chime’s main site at the Royal Devon and Exeter Hospital and seven community locality hospitals. She is the ATO team's first point of contact and decision maker for their queries.
Natalie calls patients and relatives to book appointments and helps with queries to ensure the needs of the patients are met, ensuring all patients have good timely access to hearing aid maintenance and support, meeting the demand so patients wait no longer than two weeks at a maximum for an appointment. Natalie also monitors activity and performance within her team to ensure Chime runs a good service and patients are happy.
Natlie trains the ATO team to achieve positive patient satisfaction. She writes new protocols in line with our service and training staff when this may occur.
Performance management is measured by regular appraisals and audits to ensure protocols and procedures are being met. The role is a busy one. Our clinics run 6 days a week with 2 walking clinics and 7 booked localities.