Louise McSween
Glasgow
Summary
I have worked in General Practice for 16 years, before this I worked in supervisory and managerial roles in event catering in stadiums at football matches and concerts, this started as a Saturday job then full time when I left school. I did this until I fell pregnant with my son who is now 19. I studied the Medical Secretarial and Medical Terminology course at Anniesland College, on completion of this course I got the position of Medical Receptionist at Midlock Medical Centre and I have worked in General Practice ever since. I feel I am a good reader of people and this enables me to be empathetic to patients needs. I have a good understanding of the daily running of a Practice and feel I am capable in all aspects of this. I am proficient in the use of EMIS and Docman, I am hardworking and reliable with a strong work ethic and good timekeeping. I feel my skills and experience would make me a valuable asset to any team.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work history
Medical Receptionist/Health Care Support Worker
Mull Medical Practice
Glasgow, Glasgow City
2025.05 - Current
- Checking in patients.
- Booking appointments.
- Answering phone calls.
- Ascertaining best course of action for patient by getting a brief history of why patient has contacted surgery and deciding whether patient should see the GP, nurse HCSW or practice pharmacist and whether this should be face to face or telephone call or signposting patient to their local pharmacy, dentist or optician.
- Maintained clean reception area to promote a positive clinic environment.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Administered basic first aid whilst waiting for medical staff; aided in emergency situations.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- Updated patient medical records meticulously for accurate treatment history tracking.
- Handled sensitive information discreetly, fostering trust amongst patients.
- Assisted doctors with administrative tasks to facilitate smooth clinic operations.
- Enhanced office efficiency by maintaining organised records and schedules.
- Prepared examination rooms prior to appointments; ensured readiness for patients.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Welcomed patients with kindness to enhance checking in processes.
- Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
- Protected patient rights through continued discretion and confidentiality.
- Managed digital filing systems
- Worked flexibly with colleagues to cover shifts and provide continuous front-desk coverage.
- Responded calmly and compassionately in emergency situations.
- Contributed towards creating a peaceful environment at reception; facilitated smoother functioning of the clinic.
- Protected patient confidentiality with strict adherence to data protection regulations.
- Scheduled patient appointments using EMIS booking system.
- Updated patient records for continued compliance with policies.
- Communicated results to patients following instructions from medical professionals.
- Running a HCSW clinic twice weekly where I carried out phlebotomy, suture removal, dressing changes, blood pressure checks, B12 injections and CDM and CVD monitoring clinics.
- Dealing with results through Docman and import labs on EMIS
- Processing GP links
- Importing and exporting patients medical history through GP links and Docman
Practice Administrator/Medical Receptionist/Health
Dr Muhammad Alam
Glasgow
2016.03 - 2025.04
- Updated practice website regularly, provided current information for patients.
- Facilitated staff meetings for improved communication and better service delivery.
- Implemented new billing procedures for more accurate invoicing and payment collection.
- Enhanced patient satisfaction by addressing concerns promptly and professionally.
- Conducted regular audits with meticulous attention to detail.
- Organised employee rotas, maintained optimal staffing levels at all times.
- Provided exceptional customer service to enhance patient experience at the clinic.
- Prioritised tasks effectively during peak hours to maintain smooth practice operation.
- Liaised with healthcare professionals to ensure seamless service provision.
- Trained new administrative staff members; enhanced team skills and performance.
- Ensured compliance with health regulations by conducting regular safety checks and updates on protocols.
- Managed inventory of supplies, prevented shortages or excesses in stockpile.
- Participated in interviewing, hiring and orientation of new staff, securing top talent to meet practice needs.
- Arranged duty and holiday rotations, liaising with staff to provide satisfactory coverage.
- Complied with and maintained knowledge of government legislation and regulations.
- Resolved issues by recording and investigating complaints and recommending remedial actions.
- Interacted with and addressed patients complaints, finding mutually beneficial solutions.
- Responded promptly to general enquiries and record requests from physicians to minimise patient service delays.
- Maintained accounting systems for all income, expenses and allocations.
- Followed strict safety standards, patient protection requirements, and legal guidelines.
- Shared communications between medical staff and patients.
- Collected information from patients via face-to-face or telephone interviews.
- Completed and processed forms for insurance billing and special claims.
- Updated patient charts using electronic medical records system.
- Supported needs of patients from diverse backgrounds and helped each person access medical services.
- Trained and supervised junior clerical staff handling diverse office needs.
- Ensured patient comfort by providing clear communication and timely service.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Maintained clean reception area to promote a positive clinic environment.
- Prepared examination rooms prior to appointments; ensured readiness for patients.
- Updated patient medical records meticulously for accurate treatment history tracking.
- Enhanced office efficiency by maintaining organised records and schedules.
- Administered basic first aid whilst waiting for medical staff; aided in emergency situations.
- Protected patient confidentiality with strict adherence to data protection regulations.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Assisted doctors with administrative tasks to facilitate smooth clinic operations.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- Handled sensitive information discreetly, fostering trust amongst patients.
- Contributed towards creating a peaceful environment at reception; facilitated smoother functioning of the clinic.
- Welcomed patients with kindness to enhance checking in processes.
- Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
- Managed digital and manual filing systems.
- Protected patient rights through continued discretion and confidentiality.
- Responded calmly and compassionately in emergency situations.
- Updated patient records for continued compliance with policies.
- Communicated results to patients following instructions from medical professionals.
- Collected and provided patient information to relevant medical professionals.
- Completed start and end of day procedures for busy GP practice.
- Produced high-volume repeat prescriptions.
- Documented patient encounter information, laboratory results, and correspondence for records.
- Ran HCSW clinics where I carried out phlebotomy, suture removal, dressing changes, B12 injections, blood pressure checks and CDM and CVD monitoring.
- Liaising with accountant to organise wages, year end paperwork and any HMRC related issues.
- Dealing with GP appraisals.
- Organising GP diaries and booking any meetings or events the GPs want to attend.
- Dealing with insurance claim paperwork.
- I also dealt with all of the Senior Partners private affairs such as booking holidays and dealing with private paperwork.
Medical Receptionist
Ailsa Surgery
Glasgow, Glasgow City
2013.08 - 2016.02
- Updated patient medical records meticulously for accurate treatment history tracking.
- Contributed towards creating a peaceful environment at reception; facilitated smoother functioning of the clinic.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- All general surgery administration tasks.
- Assisted doctors with administrative tasks to facilitate smooth clinic operations.
- Maintained clean reception area to promote a positive clinic environment.
- Ensured patient comfort by providing clear communication and timely service.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Protected patient confidentiality with strict adherence to data protection regulations.
- Facilitated successful appointments by scheduling accurately and promptly.
- Handled sensitive information discreetly, fostering trust amongst patients.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Welcomed patients with kindness to enhance checking in processes.
- Managed digital and manual filing systems.
- Protected patient rights through continued discretion and confidentiality.
- Maintained timely check-in services, noting patient arrivals for efficient appointment running.
- Updated patient records for continued compliance with policies.
- Communicated results to patients following instructions from medical professionals.
- Completed start and end of day procedures for busy GP practice.
- Offered advice on additional services to best meet patient needs.
- Produced high-volume repeat prescriptions.
- Shared communications between medical staff and patients.
- Updated patient charts using electronic medical records system.
- Documented patient encounter information, laboratory results, and correspondence for records.
- Supported needs of patients from diverse backgrounds and helped each person access medical services.
- Studied HCSW at Cardonald College and was overseen by medical staff in surgery when carrying out practical tasks.
Medical Receptionist
Midlock Medical Centre
Glasgow
2010.01 - 2013.08
- Updated patient medical records meticulously for accurate treatment history tracking.
- Ensured patient comfort by providing clear communication and timely service.
- Built trusting relationships with patients through courteous behaviour and professional communication skills.
- Enhanced office efficiency by maintaining organised records and schedules.
- Provided empathetic customer service during stressful medical situations; eased patient anxiety.
- Managed high-volume phone calls, resulting in efficient appointment setting.
- Handled sensitive information discreetly, fostering trust amongst patients.
- Answered queries of patients clearly, leading to enriched understanding of procedures or policies.
- Protected patient confidentiality with strict adherence to data protection regulations.
- Welcomed patients with kindness to enhance checking in processes.
- Managed digital and manual filing systems.
- Protected patient rights through continued discretion and confidentiality.
- Completed start and end of day procedures for busy GP practice.
- Audio typing
- Generating prescriptions
Education
Scottish Qualifications Certificate - Medical Secretarial
Anniesland College
GlasgowScottish Qualifications Certificate -
Lourdes Secondary School
Glasgow 1992.08 - 1996.06
Skills
- Reliability and punctuality
- Decision-Making prowess
- Patient interaction
- Record keeping accuracy
- Adapting to changing priorities
- Handling patient complaints
- Being assertive yet courteous
- Medical software navigation
- Patient triage assistance
- Maintaining clean reception area
- Multitasking efficiency
- Maintaining professionalism under pressure
- Managing supply inventory
- Discretion and confidentiality
- Medical coding knowledge
- Facilitating physician-patient communication
- health information systems understanding
- Clinical office procedures knowledge
- Providing empathetic support
- Multitasking
- Medical terminology
- Empathetic communication
- Filing experience
- Hospital transport booking
- Administrative support
- Patient discretion
- Patient registration
- Repeat prescription processing
- Prescription handling
- Medical records transfer
- Docman
- Service signposting
- Telephone etiquette
- Verbal and written Communication
- Time efficiency
- Medical coding
- SCI gateway referrals
References
References available upon request.
Timeline
Medical Receptionist/Health Care Support Worker
Mull Medical Practice
2025.05 - Current
Practice Administrator/Medical Receptionist/Health
Dr Muhammad Alam
2016.03 - 2025.04
Medical Receptionist
Ailsa Surgery
2013.08 - 2016.02
Medical Receptionist
Midlock Medical Centre
2010.01 - 2013.08
Scottish Qualifications Certificate -
Lourdes Secondary School
1992.08 - 1996.06
Scottish Qualifications Certificate - Medical Secretarial
Anniesland College