Emily Allison
Warwick,Warwickshire
Summary
Highly organised and dedicated administrator with over 10 years' experience within the NHS, providing comprehensive, specialist administrative, patient-facing and operational support in a busy maternity and antenatal screening outpatient department. Recognised for delivering compassionate, professional service while managing sensitive information with complete confidentiality and accuracy.
A confident communicator with excellent organisational skills, experienced in coordinating appointments, managing complex workloads, resolving queries efficiently and building positive relationships with patients, clinicians and multidisciplinary teams. Proficient in a range of NHS and Microsoft Office systems, with a proven ability to improve processes, prioritise competing demands and maintain exceptional attention to detail in fast-paced environments.
Passionate about delivering outstanding customer service and creating positive experiences for patients, colleagues and the public. Adaptable, proactive and reliable, with previous experience in hospitality, reception and retail. Enabling a warm, approachable and professional manner in all customer interactions. Now seeking an opportunity to bring my extensive administrative expertise, strong work ethic, commitment to excellence and enthusiasm to a forward-thinking organisation where I can make a meaningful contribution.
Overview
1
1
Certification
19
19
years of post-secondary education
19
19
years of professional experience
Work history
Antenatal and Newborn Screening Specialist Admin
South Warwickshire NHS Foundation Trust
Warwick, Warwickshire
2016.07 - 2026.06
- Managed the day-to-day administration of the NHS Antenatal and Newborn Screening Programmes, ensuring accurate, confidential and timely patient records.
- Coordinated complex patient pathways, booking appointments and ensuring women were offered screening in correct FASP timeframes while referring to the appropriate clinics and consultants/midwives without delay.
- Acted as the primary point of contact for patients, GP's, midwives, consultants and multidisciplinary teams, delivering a professional and compassionate service.
- Processed, validated and maintained sensitive patient information across multiple NHS systems. Updating test results and publishing time sensitive information accurately to health professionals as required.
- Liaised closely with Fetal Medicine, Early Pregnancy Assessment Unit (EPAU), Bereavement Midwives and services, sonographers and maternity teams to support seamless patient care.
- Preformed venepuncture for women to retrieve blood samples for screening pathways and referral requirements for fetal medicine appointments and enhanced screening, ensuring patient comfort and adherence to clinical protocols.
- Managed high volumes of telephone and email enquires, providing clear information while maintaining empathy and confidentiality.
- Investigated and resolved patient queries and complaints promptly, preventing escalation and maintaining a high standard of patient satisfaction.
- Supported the induction and training of new rotational staff, sharing specialist knowledge and antenatal screening pathways and procedures.
- Reviewed and improved administrative processes to increase efficiency, accuracy and service delivery within the department.
- Failsafe lead for all screening programmes, ensuring all patients were offered screening opportunities in FASP timeframes and followed up on pending requests and non compliant patients.
- Ensured compliance with NHS policies, GDPR, information governance and safeguarding procedures at all times.
- Maintained high levels of data accuracy for smooth business operations by conducting regular database audits.
- Assisting community midwives with admin support to ensure their caseloads were managed effectively.
- Worked effectively under pressure, prioritising a demanding workload while consistently meeting strict screening targets and deadlines.
- Developed strong working relationships across multidisciplinary teams, contributing to excellent continuity of patient care.
- Identified and implemented improvements to address and resolve office workflow inefficiencies.
- Drafted periodic reports to inform upper management on KPIs and operational issues.
- Delivered compassionate support to women and their families during highly sensitive and emotionally challenging circumstances.
- Supported women and their families during bereavement.
- Built over 10 years of specialist NHS administrative experience within a fast-paced maternity service.
Child Health Administrator
South Warwickshire NHS Foundation Trust
Stratford-upon-Avon, Warwickshire
2015.10 - 2016.07
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Increased efficiency of document retrieval with a well-organised filing system.
- Inputted daily births onto NHS spine.
- Updated adoption status'
- Improved record keeping system with attention to detail and thoroughness.
- Facilitated internal communications with clear and concise memos and bulletins.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Effectively managed incoming and outgoing mail to maximise office efficiency.
Front of house team member
Larder Box Cafe
Warwick, Warwickshire
2015.01 - 2015.10
- Managed cash transactions accurately, ensuring accurate financial records.
- Assisted customers with queries or requests for optimal customer experience.
- Established rapport with regular diners, fostering a loyal client base.
- Greeted customers warmly upon arrival, creating a welcoming atmosphere.
- Recommended menu items to guests, enhancing their dining experience.
- Facilitated positive dining experiences by providing excellent customer service.
- Communicated effectively with kitchen staff to ensure timely delivery of meals.
- Adapted swiftly to changing situations for uninterrupted service quality.
- Maintained high standards of customer service during peak times.
- Delivered consistent professional service whilst handling multiple tasks simultaneously.
- Ensured smooth operation of the front desk by managing reservations and walk-ins.
- Enhanced guest experience with a friendly and helpful attitude.
- Cooperated closely with other team members to meet and exceed customers expectations.
- Balanced the needs of multiple tables whilst maintaining top-quality customer service.
- Upheld rigorous hygiene standards in all front-of-house areas.
Receptionist
Tudor House Inn
Warwick, Warwickshire
2014.09 - 2014.10
- Managed phone calls, resulting in effective communication flow within the company.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Handled appointment scheduling to ensure smooth daily operations.
- Coordinated office supplies orders to keep necessary materials available at all times.
- Maintained accurate logs of visitor entries for security purposes.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Maintained an organised reception area for a professional business environment.
- Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
- Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Ensured the availability of up-to-date content on company brochures and promotional material for prospective clients' use.
- Answered and helped resolve enquiries from clients, vendors and general public.
Merchandiser supervisor
New Look Retailers
Coventry, West Midlands
2007.08 - 2014.01
- Monitored competitors' activities to stay ahead of market trends.
- Liaised with suppliers and vendors to maintain product availability.
- Supervised all aspects of visual merchandising, enhancing customer experience.
- Oversaw merchandise displays in multiple locations, ensuring consistency and quality.
- Conducted regular audits of store layouts against company guidelines.
- Resolved any disputes or conflicts within the merchandising team swiftly to maintain a harmonious working environment.
- Reviewed sales performance data regularly to inform future merchandising decisions.
- Trained new staff members in merchandising procedures and standards.
- Implemented promotional plans for specific products, increasing sales volume.
- Handled customer queries regarding product availability and placement promptly and professionally.
- Assisted in planning seasonal merchandise strategies, keeping abreast of latest consumer trends.
- Developed innovative display ideas to attract more customers into the store.
- Managed stock levels across multiple stores, avoiding overstocking or understocking issues.
- Coordinated the work of merchandising teams, improving efficiency.
- Ensured accurate pricing and stock rotation, reducing discrepancies.
Education
GCSEs - Maths
Westwood School
Coventry 2002.09 - 2007.07
GCSEs - English Language
Westwood School
Coventry 2002.09 - 2007.07
GCSEs - English Literature
Westwood School
Coventry 2002.09 - 2007.07
GCSEs - Physical Education
Westwood School
Coventry 2002.09 - 2007.07
Skills
- NHS Administration and Medical Secretarial Support
- Patient Coordination and Appointment Management
- Medical Records Management
- Exceptional Customer Service
- Professional Communication Skills
- Compassionate Patient Care
- Diary and Clinic Scheduling
- Multidisciplinary Team Collaboration
- Telephone and Email Management
- Complaint Resolution and Conflict Management
- Confidentiality and GDPR Compliance
- Microsoft Office (Word, Excel, Outlook)
- NHS Clinical Systems
- Prioritisation and Time Management
- Organisation and Administrative Support
- Problem Solving and Decision Making
- Process Improvement
- Venepuncture
- Adaptability and Flexibility
- Working Under Pressure
- Professionalism and Integrity
- Training and Supporting Colleagues
- Relationship Building and Stakeholder Liaison
- Patience and composure
- Discretion and confidentiality
- Keyboard typing speed
- Customer relationship management systems
- Project management software experience
- Attention to Detail
- Database management
- Organisation and prioritisation
- Professional correspondence
- Results-driven
Affiliations
- Sports. Gym and Weightlifting, Reformer Pilates, Running
- Crochet, Creative Design
- Travelling
- Coffee and socialising
Certification
Customer Service Level 2
Business and Admin BTEC
Venepuncture
Massage Therapy, Swedish, Deep Tissue, Indian Head, Hot Stones, Pregnancy
Nail Technician, Gel, BIAB and E-File
Timeline
Antenatal and Newborn Screening Specialist Admin
South Warwickshire NHS Foundation Trust
2016.07 - 2026.06
Child Health Administrator
South Warwickshire NHS Foundation Trust
2015.10 - 2016.07
Front of house team member
Larder Box Cafe
2015.01 - 2015.10
Receptionist
Tudor House Inn
2014.09 - 2014.10
Merchandiser supervisor
New Look Retailers
2007.08 - 2014.01
GCSEs - Maths
Westwood School
2002.09 - 2007.07
GCSEs - English Language
Westwood School
2002.09 - 2007.07
GCSEs - English Literature
Westwood School
2002.09 - 2007.07
GCSEs - Physical Education
Westwood School
2002.09 - 2007.07