Receptionist Supervisor/Receptionist - William Brown Centre
(2022-04)
My role is primarily to provide supervision to the practice reception and administration team.
- To deputize for the Deputy Practice Manager ensuring all operations and human resource functions are adhered to ensuring smooth running of the practice
- Ensure all health and safety standards are up to date and followed accordingly
- All policy and procedures are followed along with ensuring the practice is hygienically clean and kept tidy at all times and filing is completed by the end of the day
- Dealing with handling of cash when necessary
- Dealing with customer complaints when they arise and showing visitors around the premises when required
Receptionist - William Brown Centre
(2019-01 - 2022-04)
Whilst working for Intrahealth, duties included patient-centered care and administrative support.
- Answering phones and forwarding calls to the appropriate party or taking down messages and forwarding on
- Collecting patient information and providing it to relevant medical leads
- Tracking availability for patients before offering them an appointment
- Informing medical staff when a patient has arrived
- Dealing with summarizing patient files and also making sure the major and minor problems have been allocated to the records correctly as this is very important information
- Dealing with patients face to face and verbally over the phone making sure I am given the best patient centered care and putting the patients needs first by assisting them in every way as an individual
- Working with system one Microsoft word and excel
- Dealing with ordering patient's prescriptions and managing them when needing review directing them in the appropriate direction
- Understanding when needing to use an emergency call button for patients who become unwell when in the surgery or if a patient becomes aggressive or abusive towards a member of staff
- Filing and photocopying patients' information
- Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately
- Receiving and sorting daily mail
- Handling cash when taking payments
- Working in different surgery with different surrounding
- Working under pressure and managing in both as individual and as a team
Customer Service Advisor/Complaints Advisor - Capita
(2018-01 - 2019-12)
I started working for Capita as a customer service advisor and within 6 months, I was promoted to complaints advisor.
- Taking inbound calls from prospective and existing customers, delivering excellent customer service whilst maintaining the high standards of the company
- As a complaint's advisor, taken responsibility to ensure all problems and complaints were resolved to the given time scale and to a satisfactory conclusion
- Dealing with a variety of customers with different needs from those very satisfied to challenging customers with queries or complaints
- Working both as an individual and a strong team member in a multidisciplinary team escalating calls to the relevant department when required
Care Assistant - Hawthorns Nursing Home
(2017-01 - 2018-12)
Worked within the high dependency, rehabilitation unit caring for the patients residing there. Gained wide ranging experience caring for those with physical disabilities and long-term conditions for example, stroke, spinal and head injuries, epileptic and diabetic patients.
- All aspects of personal care and support such as tracheostomy care, bladder care and peg feeding
- Using an individualised, person centered care approach, met the needs of each person through excellent interpersonal and communication skills whilst promoting independence and maintaining respect and dignity
Customer Service Advisor/Complaints Advisor - Capita
(2015-01 - 2017-12)
I started working for Capita as a customer service advisor and within 6 months, I was promoted to complaints advisor.
- Taking inbound calls from prospective and existing customers, delivering excellent customer service whilst maintaining the high standards of the company
- As a complaint's advisor, taken responsibility to ensure all problems and complaints were resolved to the given time scale and to a satisfactory conclusion
- Dealing with a variety of customers with different needs from those very satisfied to challenging customers with queries or complaints
- Working both as an individual and a strong team member in a multidisciplinary team escalating calls to the relevant department when required
Care Assistant - HC One Jack Dormand
(2014-01 - 2015-12)
Worked in care home providing personal care to residents and organizing activities.
- All aspects of personal care to the residents e.g. washing, dressing, feeding, cleaning and tidying after them
- Organizing entertainment such as movie nights, singers and entertainers and a whole range of activities to help their minds and bodies stay as active as possible
- Interacting with a range of other healthcare professionals such as doctors, nurses and social workers
- Worked on different sections of the care home such as the E.M.I unit as well as general residential
Care assistant - European care
(2013-01 - 2014-12)
Worked in care home providing personal care to residents and organizing activities.
- All aspects of personal care to the residents e.g. washing, dressing, feeding, cleaning and tidying after them
- Organizing entertainment such as movie nights, singers and entertainers and a whole range of activities to help their minds and bodies stay as active as possible
- Interacting with a range of other healthcare professionals such as doctors, nurses and social workers
- Worked on different sections of the care home such as the E.M.I unit as well as general residential
Care Assistant - S.R.C Home Care
(2012-01 - 2013-12)
Worked in care home providing personal care to residents and organizing activities.
- All aspects of personal care to the residents e.g. washing, dressing, feeding, cleaning and tidying after them
- Organizing entertainment such as movie nights, singers and entertainers and a whole range of activities to help their minds and bodies stay as active as possible
- Interacting with a range of other healthcare professionals such as doctors, nurses and social workers
- Worked on different sections of the care home such as the E.M.I unit as well as general residential
Care Assistant - Lothian house
(2011-01 - 2012-12)
Worked in care home providing personal care to residents and organizing activities.
- All aspects of personal care to the residents e.g. washing, dressing, feeding, cleaning and tidying after them
- Organizing entertainment such as movie nights, singers and entertainers and a whole range of activities to help their minds and bodies stay as active as possible
- Interacting with a range of other healthcare professionals such as doctors, nurses and social workers
- Worked on different sections of the care home such as the E.M.I unit as well as general residential
Care Assistant - Sheraton Court
(2011-01 - 2011-12)
Worked in care home providing personal care to residents and organizing activities.
- All aspects of personal care to the residents e.g. washing, dressing, feeding, cleaning and tidying after them
- Organizing entertainment such as movie nights, singers and entertainers and a whole range of activities to help their minds and bodies stay as active as possible
- Interacting with a range of other healthcare professionals such as doctors, nurses and social workers
- Worked on different sections of the care home such as the E.M.I unit as well as general residential
Salon Assistant - Fuze Hair Salon
(2008-01 - 2009-12)
Worked in salon providing client support and maintenance services.
- Keeping salon clean and tidy
- Making the teas and coffees for the clients
- Washing the clients' hairs
- Being polite and respectful by helping the client and the employer when they needed a hand, such as getting them something or hanging the clients belongings up for them until there service was finished
- At the end of the day prepare for the next morning, which lead to early starts to late finish
Phlebotomist (Voluntary) - William Brown Centre
Become a qualified phlebotomist on 13/08/2025, carried this out alongside working current job. Initially done voluntary work within the William brown centre, gaining more experience weekly as well as working current job role and gaining better knowledge and confidence.
- Understanding on how to use the system to complete ice request
- Worked on both system one and EMIS
- Doing bank shifts within intrahealth gaining more confidence and experience alongside working for PCN Extended access in Sunderland
- Doing Bloods and Blood Pressure
- Open to being trained in any other area needed
