Amy Vis

Experienced healthcare support professional with over a decade of experience across NHS, healthcare and charity services, including NHS 111 and my current role with WithYou. Experienced in supporting people during sensitive and challenging interactions, using active listening to understand individual concerns, gathering and recording confidential information accurately, and following structured healthcare processes and defined pathways. Confident recognising information requiring escalation and working appropriately with clinical colleagues to support safe and timely service delivery.

Experienced in training and mentoring colleagues, auditing, improving administrative processes and identifying opportunities for peer learning and development.

Customer Service Assistant | WithYou June 2024 – Present

• Provide administrative and customer support to people accessing healthcare and support services.
• Respond to sensitive and emotionally difficult interactions using active listening, empathy and de-escalation skills.
• Coordinate appointments and relevant information to support continuity of care.
• Liaise with clinical managers regarding high-priority clients and information requiring attention.
• Support accurate and timely clinical handovers.
• Handle sensitive information in accordance with confidentiality, information governance and organisational procedures.
• Recognise information requiring attention or escalation and follow appropriate organisational processes.
• Train new team members and support them to develop confidence and competence in their role.
• Identified a need for greater peer learning and introduced a monthly “skills share” initiative.

Telephonist / Remote PA | Zebra PA November 2022 – June 2024

• Provided telephone support for over 100 businesses, adapting communication to different clients, situations and requirements.
• Managed high-volume enquiries and complaints using active listening, clear communication and structured problem-solving.
• Maintained a calm and professional approach during challenging conversations.
• Managed complex diaries, competing priorities and time-sensitive requests within a fast-paced environment.
• Handled confidential personal and business information appropriately.

NHS 111 Call Handler | HUC November 2021 – November 2022

• Acted as a first point of contact for members of the public seeking healthcare advice and support.
• Used NHS Pathways to follow structured clinical assessment processes and identify appropriate care pathways.
• Supported callers who were anxious, distressed or concerned about their health.
• Gathered and recorded sensitive information accurately in accordance with NHS policies and procedures.
• Recognised information requiring escalation and followed established clinical pathways appropriately.
• Worked under pressure while maintaining accuracy and patient safety.
• Supported new starters as a “buddy”, helping colleagues develop confidence in the role.
• Awarded a COVID Star badge in recognition of my contribution during the pandemic.

Complaints Handler / Grants Case Manager | Motability December 2014 – December 2018

• Managed complex grant applications involving sensitive personal circumstances.
• Handled complaints using empathetic communication, active listening and structured problem-solving.
• Assessed applications against detailed criteria, policy and regulatory requirements.
• Communicated complex information clearly to applicants and stakeholders.
• Maintained accurate and confidential case records.
• Contributed to improvements in case documentation and administrative processes.
• Completed a six-month training programme and subsequently supported the training of new starters.

University of Essex - January 2027

Certificate of Higher Education (Cert HE) – Healthcare Management

Accepted onto degree programme; commencing Cert HE stage initially, with progression to complete the BSc.

Harlow College - 2024

Level 2 Bookkeeping (AAT): Merit

Harlow College - 2008

BTEC National Diploma in Travel & Tourism: Merit

Harlow College - 2006

AS Levels – Psychology, Sociology and Photography: 3 A–C grades

St Mark’s West Essex Catholic School - 2005

GCSEs: 9 A–C grades, including English, Science and Mathematics