Jabir Mughal

Administration Experience

• Managed patient records and referral workflows using SystmOne
• Created and maintained Physical Health rota templates to support service delivery across multiple teams
• Received and processed eReferrals from hospital discharge teams for safe transfer of care to community nursing
• Troubleshot system issues independently, often outside core hours
• Acted as Smartcard Administrator: unblocked cards, renewed certificates, liaised with RA teams
• Supported clinical teams with data quality improvements and system usage
• Maintained secure access protocols and upheld data governance standards
• Working Independently un managed

Frontline Call Handling Experience

• Responded to incoming referrals and urgent calls across mental and physical health services, primarily physical health
• Triaged patient needs and directed queries to appropriate clinical teams
• Provided accurate information and reassurance to service users, carers, and professionals
• Documented all interactions clearly and in line with NHS standards
• Maintained calm and professional communication during high-pressure and sensitive situations
• Adapted quickly to changing priorities and service demands
• Working Out of Hours managing own workload without any leadership present

Administration Team Supervisor

• Supervised two call handler teams (Mental Health and Physical Health), approx. 30 staff
• Designed and managed rotas to ensure consistent service coverage for 9-5 service as well as 24 hour service
• Supported staff wellbeing and performance through mentoring and guidance
• Conducted interviews and contributed to onboarding recruitment and selection
• Dealt with External Agencies for temporary staff provisions
• Created training action plans tailored for new starters as well as refresher training for existing staff
• Liaised with IT Departments and RA Departments for setting up of new staff members
• Acted as point of escalation for complex queries and operational issues
• Promoted collaborative working and upheld service standards across teams