Colette McKenzie

A highly dedicated and personable Care Navigator / Receptionist with extensive experience supporting patients and clinicians within busy NHS GP practice environments using clinical systems including System One and Accurx. Skilled in front-of-house reception duties, patient navigation, appointment management, and handling sensitive patient information in line with GDPR. Known for being a reliable and flexible team member, always willing to assist where needed to maintain smooth practice operations.

Committed to delivering outstanding patient care, with strong organisational abilities, a proactive approach to problem-solving, and excellent communication skills.

Care Navigator / Receptionist - Avenues Medical Centre - Hull

(2025-05)

• Act as the first point of contact for patients, both face-to-face and via telephone, providing a professional, compassionate, and efficient service.
• Support patients by navigating them to the most appropriate care pathway, including clinicians, services, and self-help resources.
• Manage appointment bookings, reminders, cancellations, and patient enquiries using practice systems and telephone communications.
• Use Accurx and clinical systems to support secure patient messaging, online triage, appointment invites, follow-up requests, and remote patient communications.
• Assist the wider practice team with administrative tasks including updating patient records, scanning documents, registrations, and responding to patient queries.
• Maintain confidentiality and handle all patient information in accordance with GDPR and NHS practice requirements.
• Work collaboratively with GPs, nurses, practice managers, and colleagues to support the smooth running of daily practice operations.

Care Navigator / Receptionist - The Ridings Medical Group - Hull

(2016 - 2025-05)

• Act as the first point of contact for patients, both face-to-face and via telephone, ensuring a compassionate and efficient service.
• Navigate patients to the most appropriate care pathway, including signposting to clinicians, services, and self-help resources.
• Manage patient bookings, appointment reminders, and cancellations through clinical systems and telephone communications.
• Use the Accurx system daily to send secure patient messages, manage appointment invites, follow-up requests, and support remote patient communications.
• Hold keyholding responsibilities, including opening and securing the premises during extended working hours.
• Primarily based at the Hessle site but regularly seconded to other practices such as Brough and South Cave at short notice to provide cover and maintain service levels.
• Support the practice team with administrative tasks including registrations, updating patient records, scanning documents, and responding to patient queries.
• Maintain strict confidentiality and comply with GDPR requirements when handling patient information.
• Work collaboratively with GPs, nurses, practice managers, and the wider multidisciplinary team, always willing to assist colleagues whenever called upon.
• Train and support new members of the reception team to familiarise them with systems and processes.

Customer Service Assistant / Cashier - First Lane Post Office - Hessle

(2014 - 2016)

• Greeted customers at the front desk, processing a wide range of postal transactions including letters, parcels, recorded deliveries, and special deliveries.
• Handled financial services such as bill payments, money transfers, currency exchange, and banking services for multiple institutions.
• Provided advice to customers on postal products, services, and best delivery options based on size, weight, and urgency.
• Operated the till and EPOS system, handling cash, card payments, and reconciling daily takings accurately.
• Ensured all transactions complied with Post Office procedures and legal requirements, including ID verification for restricted services.
• Assisted with the sale of retail items such as stationery, greeting cards, and packaging materials.
• Managed queues efficiently during busy periods, always maintaining a calm and professional manner.
• Took responsibility for the security of cash, stamps, and stock held at the counter.
• Helped resolve customer complaints and queries quickly and professionally, maintaining high service standards.

Receptionist - NEC Services Ltd - Hull

(2010 - 2014)

• Delivered front-of-house reception duties for a busy mechanical and electrical company, welcoming visitors, clients, and contractors in a professional and friendly manner.
• Answered incoming calls, directed enquiries to the relevant departments, and supported the office team with day-to-day administrative needs.
• Managed diary bookings, meeting room allocations, and supported appointment and site visit coordination for engineers and project managers.
• Handled incoming and outgoing mail, deliveries, and maintained the reception and communal areas to a high standard.
• Maintained confidentiality when handling sensitive company, client, and project-related information.
• Provided clerical support including filing, document preparation, invoice processing, and database management.
• Assisted in scheduling engineers for site works and appointments, supporting the smooth running of contracts across multiple locations.

GCSE - English - Kingston High School (1996)

GCSE - Mathematics - Kingston High School (1996)

GCSE - Science - Kingston High School (1996)

GCSE - Integrated Humanities - Kingston High School (1996)