Emma Waters
Summary
Motivated medical secretary with a strong record of medical office administration. Liaises between healthcare personnel and patients to coordinate appointments and procedures, process payments and explain policies. Accurately updates patient records with firm adherence to confidentiality protocols.
Overview
14
14
years of professional experience
Work history
Medical Secretary
KAGMED Secretarial
Alloa
08.2024 - Current
- Maintained patient confidentiality by adhering to strict data protection policies.
- Provided administrative support to consultants and hospitals, enhancing their productivity levels.
- Managed patient information and records, ensuring accuracy and accessibility.
- Executed tasks given by healthcare professionals effectively leading to smooth workflow.
- Assisted with health insurance claims for timely reimbursements.
- Scheduled appointments to reduce patient waiting times.
- Transcribed medical reports accurately, reducing errors in documentation.
- Managed calendar, theatre diary and scheduled appointments for consultants.
- Managed and successfully resolved patient inquiries, maintaining records and informing relevant personnel.
- Typed dictation from doctors and ensured documentation provided to all relevant parties in a timely manner.
- Conversed with patients on a daily basis to improve patient journey satisfaction and provided a point of contact between patient and consultant.
Patient Care Manager
Vision Scotland
Edinburgh/Stirling
11.2023 - 08.2024
- Handled patient complaints, ensured quick resolution and satisfaction.
- Liaised with insurance companies for claims processing and approval.
- Streamlined scheduling system, reduced waiting times for patients.
- Trained new hires in protocols, contributed to workforce optimisation.
- Created an empathetic environment by promoting caring attitudes amongst staff members.
- Promoted strict rules regarding patient data to all personnel in effort to ensure confidentiality.
- Observed and respected patient dignity, privacy and independence to encourage communication.
- Managed new assessment clinic involving creating a smooth patient journey from assessment to sitting down and discussing potential surgical dates.
- Assisted at multiple clinics in Scotland when required.
- Liaised with different optometrists in Scotland to create relationships and ensure patient data was correctly obtained and followed up with.
Patient Administrator/Theatre Bookings Coordinator
Circle Health Group
Stirling
09.2021 - 11.2023
- Assisted with patient admissions for smoother hospital experiences.
- Coordinated medical records for streamlined patient care.
- Enhanced communication with various departments in the hospital to ensure a smooth patient journey.
- Dealt with sensitive information discreetly, preserving patient confidentiality at all times.
- Provided compassionate support to patients and their families during difficult times.
- Ensured accurate billing information for each patient to prevent financial discrepancies.
- Managed incoming calls professionally, directing them appropriately within the facility.
- Scheduled surgeries and follow-up appointments for improved health outcomes.
- Communicated with consultants across a variety of specialities on a daily basis to manage their schedules with the theatre schedule.
- Obtained a sound understanding of medial terminology and requirements for each different procedure booked into theatre.
- Obtained a sound understanding of clinical coding relating to each different procedure.
- Managed theatre timings to allow a smooth process for patients as well as consultant and clinical teams.
Customer Service Advisor
Sky
Glasgow
09.2020 - 08.2021
- Participated in conflict resolution sessions for better team cooperation.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Assisted customers in product selection to boost sales.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Guided customers through troubleshooting process with patience and clarity.
- Provided detailed information about products and services to potential customers.
- Built rapport with clients through empathetic handling of concerns.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Recorded and processed customer data accurately.
Administrator
KG Tait Engineers
Edinburgh
09.2017 - 09.2020
- Sorted incoming mail promptly, reducing clutter and improving organisation in the workplace.
- Enhanced team productivity for better project completion rates through effective schedule management.
- Streamlined office operations by implementing efficient administrative procedures.
- Compiled essential data into useful spreadsheets enhancing overall understanding of business performance.
- Handled sensitive information discreetly, maintaining confidentiality at all times.
- Assumed responsibility of receptionist duties whilst necessary staff were on holiday.
- Resolved minor technical issues swiftly avoiding unnecessary delays in workflow.
- Formatted and prepared different documents provided by engineers prior to issuing to clients.
- Planned and organised travel arrangements on daily basis for colleagues in Scotland and England.
Cash Office Operative
Dobbies Garden Centre
Stirling
04.2012 - 08.2017
- Ensured safe storage of cash by maintaining a secure work environment.
- Identified counterfeit notes through careful inspection, reduced fraudulent activity.
- Handled customer queries for improved customer satisfaction.
Skills
- Data entry speed
- Care plan coordination
- Time management efficiency
- Knowledge of medical software
- Electronic health records management
- Typing proficiency
- Professional empathy
- Patient liaison
- Multitasking mastery
- Confidentiality management
- Patient file organisation
- Patient-Focused service
- Medical terminology fluency
- Minute taking
- Telephone etiquette
- Document preparation
- Health service administration
- File archiving
- Patient queries
- Fast typing speed
- Audio dictation
- Audio typing
- Clinical coding
- Transcription of medical reports
- Medical billing procedures
Timeline
Medical Secretary
KAGMED Secretarial
08.2024 - Current
Patient Care Manager
Vision Scotland
11.2023 - 08.2024
Patient Administrator/Theatre Bookings Coordinator
Circle Health Group
09.2021 - 11.2023
Customer Service Advisor
Sky
09.2020 - 08.2021
Administrator
KG Tait Engineers
09.2017 - 09.2020
Cash Office Operative
Dobbies Garden Centre
04.2012 - 08.2017