Heather Mcfarlane

Seeking to utilise skills, experience and knowledge to make a valuable contribution within an environment which offers job satisfaction.

Medical Receptionist

Receive patients into the practice, either in person or via the telephone, treating them with dignity and respect. Handling general enquiries, explaining surgery procedures, making new and follow–up appointments, Ensuring that enquiries are dealt with in an appropriate and diplomatic manner with a view to de-escalating incidents which may become abusive.

• Receive and handle complex telephone enquiries and have the knowledge and understanding to deal with them professionally and know how and when to re-route to others
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
• Action repeat prescription requests and ensure that they are ready for collection by the patient or their representative within 72 hours
• Enter accurate patient information onto the records system as required including summarising of medical information provided by the clinical team
• Retrieve and re-file records as required
• Ensure correspondence, reports, results etc are work flowed correctly and filed promptly and accurately
• Interpret and process data including, but not limited to, Health Board interactions, new patient registrations and deductions
• Effectively manage own time, workload and resources

Customer Service Assistant - Transis Ltd

(2024-12 - 2026-02)

Managing effective and accurate payments for café sales including cash handling, operating till, stock replenishment, accepting deliveries, putting stock out, stock rotation, communicate effectively with customers and colleagues, show an awareness of, and comply with food hygiene laws and policies. I was also responsible for maintaining cleanliness of workplace during shift.

Project Assistant - Angus Special Playscheme - Arbroath - Arbroath

(2017-06 - 2024-10)

Assist project manager with planning and delivering of activity based activities for holiday club for children and young people. Undertaking of all office administration including creation of letters, newsletters, flyers, printing, scanning, archiving and answering telephone and email queries from clients, staff and external agencies.

Cleaner - Angus Cleaning Services

(2018 - 2024-10)

To undertake all aspects of cleaning withing a commercial workplace including dusting, hoovering, mopping, cleaning bathrooms, cleaning kitchens, stock replenishment and the removal of all waste to external refuse area. I was a lone worker in this position so was solely responsible for the maintaining of appropriate cleanliness of the workplace and ensuring that all Health & Safety and COSHH regulations were followed.

SALES ADMINISTRATOR - THORTONS LAW LLP

(2015-07 - 2016-12)

Ensuring effective running of estate agency day to day business, responsible for managing and maintaining bookings and appointments, ensure accurate input of all details within the computerised systems, produce and/or amend property listings/schedules, liaise with external agencies, assist in the administration of client files and mailing lists, deal with telephone enquiries

SECRETARY - NHS TAYSIDE - Tayside Region

(2014-09 - 2015-06)

Dealing with the public, staff and General Practitioners either face to face or via the telephone, answering queries and taking messages, retrieval and maintenance of patients' case notes, photocopying, filing duties, audio typing.

Customer Assistant - Part Time - TRANSIS LTD - Brechin

(2013-04 - 2014-08)

Managing effective and accurate payments for forecourt sales including cash handling, cashing up at end of shift, operating till, stock replenishment, accepting deliveries, putting stock out, stock rotation, communicate effectively with customers and colleagues, show an awareness of, and comply with licensing laws and policies. I was also responsible for cleaning of shop area and toilets during shift.

SUPPORT WORKER - GOWRIE CARE LTD

(2004-04 - 2008-06)

Working within a team to provide individualised care and support to vulnerable adults. Create effective care plans, agreeing actions with clients and regularly reviewing/updating. Support clients with personal care, daily living activities, to make decisions and promote independence. Medication administration. Ensure all work with client is carried out to a high standard. Liaise with external agencies. Perform administrative duties. Comply with health & safety and regulatory framework.

NURSING ASSISTANT - TAYSIDE NHS PRIMARY CARE TRUST

(1996-10 - 2004-04)

Delivering high standards of care and support to clients under the supervision of a qualified nurse. Communicating with clients, their families and colleagues. Compliance with protocols, guidelines, policies and procedures. Undertaking all mandatory training.

LLB - LAW - UNIVERSITY OF ABERTAY (2008-09 - 2012-06)

HND - BUSINESS ADMINISTRATION - ANGUS COLLEGE (2001-08 - 2003-06)

Scottish Higher - English - FORFAR ACADEMY (1987-08 - 1993-05)

Standard Grade - English - Forfar Academy (1987-08 - 1993-05)

Standard Grade - Mathematics - Forfar Academy (1987-08 - 1993-05)

Standard Grade - History - Forfar Academy (1987-08 - 1993-05)

Standard Grade - Latin - Forfar Academy (1987-08 - 1993-05)

Standard Grade - Physics - Forfar Academy (1987-08 - 1993-05)