Charlotte Stephanie Ladaban

I am responsible for the co-ordination of the outpatient clinic rescheduling lists along side the ASM of the department, I manage a team to ensure a timely delivery. I help the team with last minute cancellations by calling patients and rebooking of appointments on icare.

As the patient pathway coordinator, my duties include, providing

correspondence in a timely manner, proactively managing clinical capacity, outpatients appointments and diagnostics to ensure patients are cared for expediently and in line with access targets and develop initiatives to maximize efficiency. This will include the proactive management of individual patient pathways to ensure that patients are diagnosed and treated with clinical need and the national and local waiting time and access targets.

I manage the PTL daily for effective and efficient patient pathways for designated long waiter cohorts, from referral through to diagnosis, treatment and discharge. This includes the scheduling of outpatient appointments, diagnostics, pre assessment and surgery bookings. I take responsibility for validating accurate data for all admitted and non-admitted pathways and proactively addressing any issues or delays in patient pathways as they arise or are identified through my validation process. I complete all 18 week validations for admitted and non-admitted patient pathways.

Escalating where capacity limitations are and seeking ways to increase clinical capacity. I work closely with the ASM and AGM and the central validation team to ensure that all patients are scheduled in line with access standards, patient preference and clinical need. I help in managing the outpatient waiting lists, ensuring patients are managed in line with access and cancer waiting time targets..

I practice a professional and helpful work ethic in supporting the clinical and administrative teams to provide a positive patient experience.

Rescheduling of clinics due to clinic cancellations, annual leave and study leave using icare.

Dealing with incoming referrals, ensuring information is added appropriately to the relevant system

Booking appointments into clinics as directed by the clinicians.

Sending relevant communications to patients about their appointment (call, letter, text system)

Checking patients in and out for the appointment and providing any relevant information prior to or after their appointment

Booking any follow up appointments as required

Managing enquiries received via email or phone and ensuring each is dealt with appropriately.

In this receptionist role I would check patients in and out and follow clinical outcomes and book follow up appointments using icare.

I would provide valuable support during busy clinics to clinicians and nurses by printing clinic lists, patient labels and adding encounters for any new patients. Speaking with patients when clinics were overrun to run a calm and smooth clinic.

Managing and booking of the emergency clinic, ensuring patients were aware of appointments and filing of paper referrals. Organizing patient notes and paper proformas for the 2ww patients.

I took internal phone calls and external patient calls and helped accordingly.

• Greeting patients at the front desk and assisting with enquiries, booking appointments in the switchboard room on the telephone and helping patients with the online consultation form filling to book appointments.
• Chasing referrals and test results for patients and clinicians.
• Scanning and emailing med3's, scanning and coding documents.
• Keeping the front desk tidy and organised, making sure all paper documents were available and ready for patients.
• Dealing with repeat prescriptions and assisting patients in getting their medication when needed.

This GP surgery used EMIS, I am fully trained to use this system.

I would book patient appointments face to face, on the telephones and also through tasks (internal system) sent by clinicians .

I would organize the reception area and back office to start the day by having paper sick notes, referral letters and Tquest forms ready for collection.

I would check all fridge temperatures and record temperatures to ensure all vaccination stock were safe to use and have all clinicians rooms open and ready for them.

I would check emails throughout the day, following up on any referrals or test results, order repeat prescriptions for patients directly or from the emails received from pharmacies.

I did new patient registration forms and bookings for health checks.

I was also in charge of booking flu and smear clinics from the surgery's database.

The daily post would be sorted and all documents correctly scanned, coded and sent to the right hospitals/departments.

I worked for Kudos Research for over 4 years, I started at the company as an Executive interviewer and was conducting market research studies for companies such as Ernst & Young, The ICAEW, the European Investment Bank, Gracechurch, Boston Scientific and Ipsos Mori.

This challenging role had individual and group targets that were met daily in order to complete projects.

Interviewing skills included remaining professional and true to information and the script, speaking clearly, at a good pace and getting past gatekeepers to speak to people in high positions of company's, building a rapport with respondents and keeping them engaged throughout the call.

Probing for clear and detailed answers. Ensuring correct data input and paying attention to details when taking verbatim.

Desktop research for names and job titles was sometimes required using company websites and LinkedIn.

I worked my way up to the project supervisor position, I supervised teams of 32 people, my team worked from the office and also some worked from home, this required organizational skills to manage the daily individual interviewer to country allocation, quota control using the office system and manage frames.

I helped interviewers with their training, teaching interviewing skills, showing interviewers how to log in and how to navigate through the company's system.

I did the call checks for quality control, monitoring completed interviews to ensure correct coding, professionalism and making sure that all interviewers followed the script and all of GDPR.

I would also feedback all monitoring forms to the interviewers on a one to one basis and input the information into the system.

In addition to my role, I checked the Covid-19 test results across the office floor, this was a requirement in order for the business to operate and to keep staff safe.

This information was kept on an excel spreadsheet and updated by myself twice weekly, this helped to organize and refer back to as we had 125+ interviewers working daily.

I managed the office's stock and delivery of all office supplies and PPE.

I worked for this company for 4 years selling high end magazine subscriptions to customers on the phone; this was both inbound and outbound calls.

Customers called for subscription renewals and cancellations, some to take up advertised offers, capturing correct input of customer information like name, address and payment details.

Customer service, product knowledge, politeness and professionalism were all key skills for this job.

As the accounts manager and office administrator I was in charge of customer orders and the deliveries for the company.

This company was a cash and carry and the customers made orders online on the phone and in person at the warehouse, it was my duty to create invoices and to ensure all information was correct, send the orders to the warehouse, check that orders were correct, calculate and take payment before booking a courier for delivery.

Key skills would be to pay attention to detail to ensure no mistakes on invoices and orders.

I was responsible for keeping paperwork organized and filed.

Keeping the receipts for the daily sales in order and calling customers that had taken stock on credit to collect payment.

I was the face of the front office and welcomed buyers into the warehouse for on site purchases.

I had product knowledge and helped to catalogue old and new stock on the company website.

I organized all sale stock in the warehouse to prepare for sales and exhibitions.

I worked at Smyths as the Supervisor of the games department and customer service help desk, I put sales through and did refunds and exchanges.

I was responsible for serving customers and the upkeep of the front desk and display.

I did the deliveries and stock orders, all information on stock had to be processed onto the system.

I organized the games stock room and did the department's monthly stock take.

I was also in charge of the game department's visual merchandising.

• This was a project based sales agent position for a disability vehicle scheme that ran for 6 months.
• I took calls and answered customer enquiries about customer eligibility to the scheme and provided information on car specifications and to finalize customer applications that were made online and verify information to complete transactions.

I was the only Hasbro representative at Harrods and was in charge of all the Hasbro stock in store, I did the ordering of stock, taking in the deliveries, dealing with returns and I organized the Hasbro visual merchandising.

This was a customer service role, helping customers shop and demonstrating products. Product knowledge was important.

I also worked on the till, putting sales through and also processing refunds and exchanges.

I managed the ordering of stock, took in deliveries and was in charge of visual merchandising.