Louise McGovern

Friendly, organised and professional administrator with over 10 years' experience across healthcare, education and customer service environments. Previously worked within NHS Lothian Medical Records, where I developed extensive experience handling confidential patient information, maintaining accurate digital records and supporting efficient clinical services. Recognised for excellent communication skills, a calm and approachable manner, and the ability to build positive relationships with patients, colleagues and members of the public.

Experienced in prioritising workloads, working accurately under pressure and using digital systems to maintain high standards of administration. Now seeking a Receptionist or Healthcare Administrator role where I can combine my NHS administration experience with my strong customer service skills to provide an efficient, welcoming and patient-focused service.

Pupil Support Assistant - City of Edinburgh Council - Edinburgh

(2021-11)

• Build positive relationships with children, families and colleagues through professional and effective communication.
• Manage competing priorities while remaining calm and organised in a fast-paced environment.
• Maintain accurate records and follow safeguarding and confidentiality procedures.
• Support children with additional support needs using patience, empathy and excellent interpersonal skills.
• Work collaboratively as part of a multidisciplinary team to achieve the best outcomes for pupils.
• Deliver a welcoming, supportive and inclusive experience for everyone accessing the school.

Clerical Assistant - NHS Lothian

(2012-03 - 2019-06)

• Managed confidential patient medical records in line with NHS information governance and GDPR requirements.
• Prepared, scanned and validated thousands of patient records as part of NHS Lothian's transition to digital records.
• Maintained exceptional attention to detail to ensure patient information was accurately recorded and easily accessible to clinicians.
• Worked efficiently to meet deadlines while maintaining accuracy in a busy healthcare environment.
• Collaborated with colleagues across departments to support the smooth flow of patient information.
• Developed strong IT and administrative skills using electronic document management systems.

Collections Adviser - Black Horse Finance

(2008-10 - 2012-03)

• Managed a high volume of inbound and outbound customer calls in a professional and empathetic manner.
• Built positive relationships with customers, providing reassurance and support during financially challenging situations.
• Assessed individual circumstances to negotiate realistic and affordable repayment arrangements.
• Used excellent listening and communication skills to understand customer needs and identify appropriate solutions.
• Maintained accurate customer records and ensured all information was updated correctly.
• Handled sensitive and confidential customer information in line with company policies and data protection requirements.
• Resolved complex queries while remaining calm, patient and professional under pressure.
• Worked towards individual and team performance targets while delivering a high standard of customer service.
• Completed regular training to remain up to date with company policies, procedures and regulatory requirements.
• Demonstrated strong problem-solving, negotiation and conflict resolution skills.

Customer Sales Assistant - BHS

(2007-04 - 2008-10)

• Delivered friendly, professional customer service in a busy retail environment.
• Assisted customers face-to-face, responding to enquiries and providing advice to ensure a positive shopping experience.
• Processed cash and card payments accurately while balancing tills and handling transactions responsibly.
• Took ownership of a designated department, ensuring it was well organised, fully stocked and presented to a high standard.
• Adapted quickly to changing store layouts and promotional displays in line with company guidelines.
• Demonstrated strong organisational skills by prioritising tasks and maintaining high standards during busy periods.
• Built positive relationships with customers through excellent communication and a helpful, approachable manner.

Standard Grade/Intermediate 2 - Castlebrae Community High School (2005-12)