Remote Private Medical Secretary at Medico Management (2024-02 – 2024-05)
- Administrative support to three independent Ophthalmologists practices.
- Managed complex appointment scheduling, clinic lists and consultant diaries.
- Theatre scheduling.
- Acted as primary point of contact for patients, hospitals, GPs and allied health professionals.
- Prepared and distributed medical correspondence, reports and clinic documentation.
- Maintained accurate electronic patient records in line with data protection requirements.
- Co-ordinated referrals, investigations and follow-up appointments.
- Ensured smooth day-to-day clinic operations in a fast-paced, multi-consultant environment.
Clinical Operations Co-Ordinator at Odstock Medical Ltd (2023-11 – 2024-01)
- Managing and processing new patients, typing/proofreading clinic letters, prioritising and managing patients on recall list.
- Efficiently managing five email accounts, monitoring emails and categorising. Promptly sending responses to queries and providing treatment quotations.
- Applying for individual funding for NHS patients through different ICBs, challenging ICBs.
- Guidance and management on administrative processes and procedures.
- Organising, managing, labelling and preparing patient records.
- Managing schedules, coordinating appointments and processing discharges.
- Inputting clinic data into ClinicOffice and identifying discrepancies or errors.
- Intermediate knowledge of MS Package including Outlook, Word, Excel & Power Point.
RTT Co-Ordinator at New Hall Hospital (NHS) (2022-08 – 2023-11)
- Validating/investigating data for NHS patients on a RTT pathway including cross checking the weekly WLMDS report with RTT pathway.
- Compiling weekly reports for each ICB to ensure within NHSE guidelines.
- Liaising with colleagues and individual ICBs to ensure that funding criteria had been met.
- Reducing the number of patients with open pathways by 2,500.
- Successfully achieved each target set out by NHSE, with no patients over 104 weeks by March 2023 and no patients over 78 weeks by April 2023. It was my responsibility to reach the pre-Covid waiting times by ensuring we reached each cohort.
- Liaising with patients to arrange appointments, chase up scans and arrange treatment.
- Answering telephone/email queries from patients.
- Assigning DTA codes for patients for treatment to be received within priority.
- Working closely with the Hospital Director and GP Liaison Officer to discuss how to reduce wait times and ensure predicted wait times were as accurate as possible.
- Supporting colleagues around clients and their care pathways.
Medical Secretary at Harcourt Medical Centre (2020-10 – 2022-08)
- Handling patient queries and cancelling appointments through SystemOne.
- Monitoring surgery emails as well as online & AccuRx messages from patients.
- Processing and distributing post and actioning prescription requests.
- Managing and maintaining daily tasks from GPs, colleagues or external clinical professionals.
- Organising and completing DSARs, preparing medical records/printing summaries for insurance/solicitor requests, coroner requests and home visits.
- Processing new patient registrations.
- Reception cover, checking in patients, booking in samples provided by patients.
- Typing referrals/letters/dictations, this includes processing/checking referrals.
- Assisting with referrals and assisting with complex queries/IT issues.
- Locking the building up and doing end of day banking/checks.
Reference Handler at FCC Paragon (2019-11 – 2020-10)
- Obtaining references and chasing files for outstanding information.
- Dealing with sensitive information in accordance with GDPR.
- Assessing documents to identify and investigate rental fraud.
- Answering calls from clients and applicants to assist with queries.
- Managing my own workload and emails within tight deadlines.
- Completing background and financial checks.
Receptionist at Downland Veterinary Group (2019-01 – 2019-11)
- Assisting clients with general enquiries, making appointments and booking operations.
- Helping with claim form completion before sending them to insurer.
- Maintaining files, making sure they were organised accordingly.
- Client relations - issue resolving and rapport building.
- Displaying empathy and compassion towards clients.
- Medical and legal information awareness.
Customer Service/Claims Agent at Animal Friends Insurance (2017-09 – 2018-12)
- Policy understanding including policy wording and learning vet terminology.
- Complying with new GDPR law and dealing with sensitive information quickly and efficiently.
- Answering policy holders' queries in relation to policies and veterinary fees.
- Admin work, assisting other agents with complex cases outside of my specified role.
- Resolving clients' complaints early wherever possible to avoid formal complaints.
- Assisting with training new and current agents.
Reception Manager at The Cathedral Hotel (2017-05 – 2017-08)
- Dealing with customer complaints and specific requirements.
- Email/phone communication to customers and suppliers.
- Monitoring and ordering for the hotel as well as for other departments within the business.
- Duty manager on shift, troubleshooting any emergencies.
- Doing weekly rotas, ensuring that everyone was treated fairly with hours and days off.
- Training, supervising, target setting and supporting other members of staff.
- Liaising with the Housekeeping department, as well as running it for 6 weeks.
Receptionist at Mercure White Hart Hotel (2013-06 – 2017-04)
- Checking guests in/out.
- Improved customer service ratings through feedback/delegation.
- Resolved service-related problems in a timely manner.
- Delivered messages, mail and packages left for guests and hotel facilities.
- Verified that payment information on guest accounts was accurate and complete.
- Assisting with different aspects of the hotel including helping with events and housekeeping.
