Annmarie Preece

I oversee all aspects of the day-to-day administration of the Community Audiology Administration office with no routine on-site support available from senior staff due to clinical commitments. I provide an effective service for Audiology patients following booking guidelines in accordance with agreed protocols and procedures.

Main duties include:

* Processing new referrals in line with data quality and confidentiality. To ensure accurate details are recorded on the departmental database and referral is entered on the correct waiting list.

* I manage partial booking of routine Community Audiology clinic appointments, ensuring adherence to departmental protocols and priorities. To ensure confirmation appointment letters are sent within agreed timescales and according to protocol and that appointment is booked into the departmental database.

* I reassure the parents of our patients, and have empathy when dealing with queries or concerns about their child's treatment, and of the waiting times. I always remain composed when dealing with irate parents, who can at times be abusive and difficult; this can happen quite often in this post due to extremely long waiting times unfortunately.

* I send automated outcome letters to referrers in a timely manner and according to protocols following each clinic.

* I am responsible for updating waiting list entries and liaising with Senior Audiologists regarding prioritisation of referral letters where necessary.

* Give advice on the telephone in a professional manner, resolving queries from parents, carers, health service colleagues and other professionals regarding waiting times and appointments and complying with data protection and statutory policies and procedures. Inform the Senior Audiologists of any problems as soon as possible.

* Deal with any cancellations or changes to existing appointments according to protocols. Be responsible for contacting parents regarding cancellation of appointments at very short notice.

* I also have to cold call patients to offer appointments when our clinics are not full or have gaps.

* I manage the booking of the specialist weekly Children's Hearing Clinic (CHC) appointments on Myrddin (WelshPAS), send appointment letters and ensure timely follow up appointments are booked and review waiting list entries made. I also need to create new/alter diaries from time to time due to changes in the service.

* Monitor stock levels of stationery items, and requisition new stock as required using Oracle.

* I pick up my voicemails periodically through the day, and deal with them promptly and accordingly.

* I regularly copy, scan and upload information as required.

* I have established and maintained an efficient filing system, including paper and computer records.

* I sort and distribute the mail for our building.

* I manage emails received via our Community email address, dealing with them accordingly in a timely manner.

* I undertake any other duties as required as appropriate for my grade.

* I use my own initiative to prioritise work load.

I have a working knowledge of the following hospital databases: AuditBase, WelshPas (Myrddyn), CWS, ESR, Microsoft Office & Outlook, CYPrIS (Child Health System), Oracle, Teams, Welsh Demographic Service, MedSecs, Secure Fileshare

I was initially employed as a Transfer Clerk, which entailed transferring health records for children moving into and out of the area.

I carried out other duties including the inputting of various medical results onto the Child Health computer system (now superseded with the new CYPrIS system). I produced the paperwork for the School Health Nurses to enable them to undertake the vision testing in school, and input the results accordingly. This job required accuracy to ensure the correct information was input.

I took on the booking of Audiology appointments for the Community Audiology Department due to a colleague leaving the department.

Whilst in this post, I typed Appendix C Medical Reports for children with educational needs and clinic letters for the Community Paediatrician.

The job required dealing with telephone queries from health professionals, other agencies and members of the public.

This was a part-time position that I took on whilst my son was a baby, it was always my intention to return to full-time employment within an administrative role when he was older. I worked here until my son was 5 years old, and left to work with Aneurin Bevan University Health Board.

My duties there were as follows:

• Assisted customers in identifying products that met their needs and preferences.
• Managed inventory levels by restocking shelves and organising merchandise effectively.
• Maintained high standards of customer service to enhance overall shopping experience.
• Trained new staff on company policies and best practices for customer interaction.
• Handled customer inquiries and resolved issues to ensure satisfaction and loyalty.
• Monitored product displays to ensure they were visually appealing and up to date.
• Built strong relationships with regular customers for repeat business.
• Addressed customer needs promptly, resulting in positive feedback and loyalty.
• Learnt about new products quickly, providing comprehensive guidance to customers.
• Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
• Assisted customers with product selection for optimal satisfaction.
• Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
• Assisted customers in locating specific items to boost satisfaction.
• Resolved customer complaints and process issues with proactive problem-solving skills.
• Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
• Organised displays to promote inventory and encourage customer purchases.

I was the Secretary/PA to the Manager.

My duties were as follows:

• I processed audio typed letters and diverse documents, including House Buyers Reports, inventories of houses and public houses and property particulars.

• Taking the rent due on lettings that we managed.

• Managed daily operations for Nationwide Building Society sub-office, handling significant financial transactions, and advising customers on available savings accounts, ensuring informed decisions.

• Processed weekly wages for all staff.

I delivered comprehensive support for Personnel Department operations. (Completed fixed-term employment of 12 months)

• Typed letters and executed mail merges.

• Created various tables and forms as required.

• Managed Reception/Switchboard duties.

• Performed various office tasks, including filing and photocopying.

• Handled incoming and outgoing post efficiently.