Patient Access Navigator (Women Services) - Guys and St Thomas' NHS Foundation Trust - London
(2023-04)
- Act as the first point of call for all patient access queries to the Trust.
- Receive and vet all new referrals following departmental procedures and guidelines
- Responsible for rescheduling of outpatient, elective admissions and all associated appointments.
- Ensure patients are appropriately reminded of their appointments through reminder letters/ contact via telephone etc.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone
- Provide a welcoming and efficient reception service to all service users
- Administer clinic using trust systems as per departmental protocols.
- Ensure all data is inputted correctly into the clinical system in a timely manner.
- Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within clinics
- Escalate any issues where appropriate to management
- Working flexibly to ensure the departments operates effectively, including working across all speciality boundaries.
- Develop and maintain relationships with all staff groups to ensure patient access teams function as effectively as possible
- Assist with co-ordination of multidisciplinary team meetings.
- Undertake general office responsibilities and provide general administration support as directed by management
Front of House/ Clinical Administrator - The Centre For Advanced Facial Cosmetic and Plastic Surgery - London
(2022-10 - 2023-01)
- Undertake all reception duties – welcoming and directing patients and visitors to the clinic.
- Assist Clinic Manager with all clinic administration associated with staff, patients, and the Clinic as a whole.
- Attend meetings with Clinic Manager- Prepare materials for meetings, reports and information requests.
- Assist with patient documentation requests from Management.
- Submit stock orders in a timely manner
- Reporting around treatment numbers, billing and reconciliations.
- Communication via phone/email with patients in the pre and post operative phase.
- Following up and creating patient payments for surgery.
- Ensuring patient files and paperwork are scanned and filed accordingly.
- Maintaining all weekly invoices and accounts.
- Answering all incoming calls, assisting patients with their questions and requests.
- Working closely alongside medical staff to ensure their days run smoothly and effectively.
Ultrasound- Health Care Assistant - Omnes Healthcare Ltd - London
(2022-01 - 2024-04)
- Identify patients correctly using departmental protocols and procedures
- Receive patients into the department and prepare them for their examination
- Prepare equipment and clinical environment prior to the start of daily clinic and each examination.
- To assist with clerical duties, demonstrate and have appropriate working knowledge of the ultrasound imaging system (System One) for the purpose of patient identification, attendance and reports.
- Input patient data into ultrasound machine and upload scan images on to patient profiles on to ultrasound imaging system (System One).
- Acting as a chaperone during intimate procedures.
- Ensuring all patients appointments are kept to time to aid in the smooth running of clinics.
- Ensure that patient enquires and complaints are dealt with promptly and efficiently
- Assist with checking and storage of supplies required in daily clinics
- Report and incidents/ accidents and faulty equipment in a timely manner on Radar (incident reporting software).
- To ensure effective communication with other staff and members of the public maintaining confidentiality at all times
- Attend staff meetings and contribute towards the smooth running of the clinical area
- To be prepared to work flexible hours according to the needs of the service
- To participate in audit and quality control programmes.
- Take responsibility for own developmental learning and performance, including participating in supervision
- Take responsibility for maintaining a record of own personal development.
- Work with management on any new training requirements.
Bank Vaccination- Health Care Assistant (zero hour contract) - North East London Foundation Trust(NELFT) - London
(2021-06 - 2022-02)
- Supported the vaccination activity, assisting with the configuration of the vaccination station and waste control.
- Worked with little supervision.
- Handled difficult conversations (sensitive, language barriers, hostile atmosphere) when needed or escalated to a supervisor.
- Worked as an effective team member, demonstrated good personal communication skills and actively promoting excellent team and interdisciplinary relationships.
- Managed and prioritised workload
- Demonstrated concise, accurate, timely record keeping and ensured that all work carried out was recorded accurately
- Observed and maintained strict confidentiality with regards to any patient/family/staff records and information in line with the requirements of the Data Protection Act.
- Adhered to all centre policies, procedures and processes
- Improved and maintained personal and professional development by participating in continuing professional development activities.
Student Midwife Placement (Whipps Cross University Hospital) - Middlesex University - London
(2021-02 - 2021-09)
- Provided warm, sensitive and compassionate care.
- Communicated effectively with clients, using a sensitive, client-centred approach.
- Demonstrated an understanding of the ethical principle of valid consent and refusal.
- Assisted in determining preferences to maximise an individual approach to care.
- Applied the principles of confidentiality as outlined in the NMC Code and Data Protection Act (1988).
- Worked as an active team member supporting and assisting others appropriately and in accordance with the NMC Code.
- Communicated with colleagues verbally, in writing and electronically and checked that the communication was fully understood.
- Monitored baseline observations of clients using electrical and manual equipment/techniques.
- Participated in sharing evidence-based information with clients in order for them to make an informed decision about their care.
- Able to reflect on practice and discuss with other team members to enhance learning.
Switchboard Operator/Receptionist - Millennium Gloucester Hotel - London
(2019-07 - 2020-09)
- Provided warm, professional customer support with exceptional efficiency for maximised satisfaction ratings.
- Provided thorough handovers to incoming staff to ensure seamless service continuity.
- Employed exceptional multitasking abilities to effectively manage multiple inbound channels.
- Assisted callers with complex enquiries, identifying relevant sectors for referrals and escalating as necessary.
- Liaised with difficult callers in a professional manner to ensure positive outcomes, maintaining a calm, rational approach to unpredictable conversations.
- Established and maintained effective working relationships with coworkers, supervisors and the general public.
- Used exceptional attention to accuracy in directing and diverting calls to relevant departments.
- Demonstrated excellent verbal and written communication skills.
- Operated a variety of standard office machines such as a variety of computer software's, fax, photocopiers, phones, shredding machines for daily clerical duties.
- Attended regular staff training sessions for continuous professional development and effective performance in the role.
- Maintained regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
Student Children's Nurse Placement (Homerton & Whipps Cross University Hospitals) - City University of London - London
(2018-05 - 2018-12)
- Provided compassionate patient care for required caseload.
- Collaborated with staff members to facilitate quality care.
- Built caring and compassionate relationships with patients to provide emotional support and encouragement during their stay on the ward.
- Provided basic patient care and treatment, such as administering drugs, conducting urinalysis investigations, taking baseline observations such temperature and blood pressures and dressing wounds.
- Helped patients complete day-to-day tasks, including bathing, dressing and eating.
- Worked effectively within multidisciplinary healthcare teams.
- Explained course of care and medications, including side effects to patients and caregivers in easy-to-understand terms.
- Followed all personal and health data procedures to effectively comply with DPA laws and prevent information breaches.
- Strengthened training and nursing knowledge by taking part in continuing education programs and workshops.
Sales Advisor - River Island - London
(2017-06 - 2018-04)
- Used active listening and relationship-building skills to assess customer needs, build rapport and connect with viable solutions.
- Assisted customers with product selection, sales, and returns in a professional, courteous and friendly manner.
- Addressed customer inquiries and concerns to facilitate decision-making and minimise anxiety or hesitation.
- Ensured high levels of customer satisfaction through outstanding product knowledge and attentive, personalised service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Maintained consistent store cleanliness and general tidiness through diligence to drive foot traffic and potential sales.
- Monitored stock levels, replenishing as needed for a consistently well-stocked sales floor.
- Completed purchases with cash, credit and debit payment methods.
- Sustained safety protocols while delivering proper, cost-effective and safe handling equipment and material use.
School Work Placement Administrative Assistant - Kent College Pembury - Royal Tunbridge Wells
(2016-05 - 2017-05)
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Managed clerical needs of company employees, including copying, faxing and file management.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock.
- Maintained reception area in orderly manner to provide visitors with positive first impression of company.
