Experienced NHS administrator with 15 years of service across clinical and operational settings, including frontline call handling, system support, and team supervision. Skilled in SystmOne usage, smartcard administration, and managing hospital discharge referrals for safe transfer of care to community nursing. Known for resolving system issues independently, supporting data quality improvements, and guiding staff through technical challenges.
Trusted for professional communication, adaptability, and leadership — having supervised two call handler teams and liaised across clinical and non-clinical services. Passionate about digital transformation in healthcare and committed to improving system usability for frontline teams. Seeking to transition into NHS digital roles where practical experience, service insight, and a proactive mindset can drive meaningful improvement.
Overview
15
15
years of professional experience
16012
16012
years of post-secondary education
Work history
Call Handler / Administrator
Bradford District Care NHS Foundation Trust
Bradford, West Yorkshire
10.2010 - Current
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
Education
NVQ Level 3 - Customer Service
EDI Certificate Pearson
Bradford
03.2013 - 06.2014
A-Levels - Information & Communication Technology
OCR
Bradford
09.2001 - 09.2003
GCSEs - English
AQA
Bradford
GCSEs - Mathematics
AQA
Bradford
GCSEs - IT
OCR
Information Studies
GCSEs - Science
OCR
Bradford
RSA Text Processing Level 1 Part 1 - Text Processing
OCR
Bradford
RSA Word Processing Level 1 Part 2 - Text Processing
OCR
Bradford
RSA Work Processing Level 2 Part 1 - Text Processing
OCR
Bradford
Senior Grade Three Spoken English Assessment - English Speaking
English Speak Board (International)
Bradford
Skills
Experienced SystmOne User – Skilled in patient record management, rota templates, and referral workflows
eReferral Processing – Receive and manage hospital discharge referrals for transfer of care to community nursing
Smartcard Administration – Managed access, unblocked cards, renewed certificates, liaised with RA teams
Data Quality Support – Helped clinical teams improve accuracy and completeness of patient records
Training & Guidance – Provided informal support to colleagues on system use and troubleshooting
Problem Solving – Resolved common configuration and access issues independently
Communication Across Teams – Liaised effectively with clinicians, administrators, and external stakeholders
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