Kirsty Hindley
Leigh,Lancashire
Summary
Dedicated professional with a strong foundation in customer care and support, specialising in healthcare leadership and patient-centred approaches. Demonstrates expertise in active listening, customer needs analysis, and dispute resolution to enhance customer experience management. Proficient in maintaining confidentiality assurance and medical record-keeping, with a focus on multicultural communication skills and patient empathy. Committed to advancing career goals by leveraging interpersonal sensitivity and team collaboration to deliver exceptional service in diverse environments.
Overview
18
18
years of professional experience
Work history
GP Reception Manager
SSP Health @ Leigh Family Practice
Leigh, Lancashire
2023.04 - 2026.03
- Assisted in compiling monthly workforce data figures for staff members across 3 sites.
- Supported a 15-person reception and administrative team over 3 locations.
- Monitored reception workflows and patient flow for front-of-house service quality.
- Provided coaching and training to staff to enhance performance and consistency.
- Helped plan rotas, monitor staffing levels, and allocate tasks across sites.
- Ensured accuracy of EMIS in compliance with clinical protocols and data confidentiality.
- Facilitated management of clinician sessions, ensuring adherence to specific requirements.
- Addressed escalated patient queries and complaints with professionalism.
- Collaborated with clinicians and management to foster service improvements.
- Managed medical office and equipment needs, ensuring stock levels remained within budget.
GP Receptionist / Admin Clerk
SSP Health @ Leigh Family Practice
Leigh, Lancashire
2022.02 - 2023.04
- Triage and prioritise patients in high pressure situations, making rapid and effective decisions.
- Process patient referrals and prescription requests within set timeframes.
- Manage 100+ patient calls daily, determining urgency and appropriate pathways.
- Maintain timely check in and accurate updates within EMIS Web.
- Protect patient rights through discretion and confidentiality.
- Complete start and end of day procedures for a busy GP practice.
- Manage digital and manual filing systems.
Customer Service Assistant
Sainsbury’s
Leigh, Lancashire
2008.05 - 2022.02
- Guaranteed positive customer experiences by resolving concerns and complaints.
- Maintained up to date knowledge of payment, return, and exchange policies.
- Logged product complaints for investigation and provided replacements where appropriate.
- Trained new colleagues on tills and correct handling of sales and refunds.
- Balanced cash registers; troubleshot and resolved technical issues.
- Managed staffing levels for 40+ cashiers to match customer volume.
Education
GCSEs - Mathematics, English Literature, English Language, Science Double Award, Religious Studies, Media Studies, IT Double Award, Statistics
The Westleigh School
Leigh, WGNA Levels - Psychology, Sociology, Media
Wigan and Leigh College
Wigan, WGNSkills
- Active listening
- Customer needs analysis
- Data protection
- Rapport building
- Dispute resolution
- Customer experience management
- Record maintenance
- Customer care and support
- Queue management
- Confidentiality assurance
- Team collaboration
- Call handling skills
- Healthcare leadership
- Interpersonal sensitivity
- End-of-life care sensitivity
- Patient empathy and advocacy
- Multicultural communication skills
- Patient-centred approach
- Medical record-keeping
Timeline
GP Reception Manager
SSP Health @ Leigh Family Practice
2023.04 - 2026.03
GP Receptionist / Admin Clerk
SSP Health @ Leigh Family Practice
2022.02 - 2023.04
Customer Service Assistant
Sainsbury’s
2008.05 - 2022.02
A Levels - Psychology, Sociology, Media
Wigan and Leigh College
GCSEs - Mathematics, English Literature, English Language, Science Double Award, Religious Studies, Media Studies, IT Double Award, Statistics
The Westleigh School