Louise Warrington
Doncaster,South Yorkshire
Summary
Dedicated professional with expertise in high-volume call handling and clinical telephone triage. Demonstrates proficiency in adaptive communication, empathetic response, and distressed caller de-escalation. Skilled in prioritising emergency calls and maintaining professionalism in interaction, ensuring accuracy in documentation and information management. Familiar with telecom protocols and adept at audio typing, aiming to leverage these skills to enhance operational efficiency in a dynamic environment.
Overview
25
25
years of professional experience
Work history
Call Handler/Administration
RDASH
Doncaster, South Yorkshire
2023.09 - 2026.01
- Maintained confidentiality and discretion with sensitive personal information of callers at all times.
- Proficiently navigated difficult conversations, ensuring customer retention and loyalty.
- Multi-tasked effectively whilst maintaining a professional demeanour at all times
- Showed resilience under pressure, handling challenging situations with composure.
- Managed high volume of calls daily for prompt service delivery and customer satisfaction.
Medical Secretary
Tickhill & Colliery Medical Practice
Doncaster, South Yorkshire
2000.10 - 2023.09
- Contributed to efficient stock control of stationary supplies preventing shortages.
- Improved office efficiency with organised filing systems.
- Facilitated clear communication between patients and healthcare providers.
- Scheduled appointments for patients via Choose & Book.
- Completed insurance Reports for patients as much as possible to help GPs.
- I covered Reception when needed helping on the phone and also dealing with patients face to face.
- Handled cash transactions for consultation fees, maintaining financial integrity of the practice.
- Managed medical records, ensuring accuracy and accessibility.
- Created monthly reports on patient statistics providing valuable data for management decisions.
- Processed monthly Staff Salaries.
- Proficient in audio typing Doctors referral letters.
Education
Passed - NHS Healthcare
Practical Receptionist Course
NVQ Level 1 -
Word Processing
NVQ Level 2 -
Word Processing
GCSEs C -
English
GCSEs -
Science Level D
Skills
- Outbound call conducting
- Adaptive communication
- Conversational tone maintenance
- Familiarity with telecom protocols
- Data entry proficiency
- Professionalism in interaction
- Accuracy in documentation
- Information collection and management
- Empathetic response
- Clinical telephone triage
- High-volume call handling
- Distressed caller de-escalation
- Prioritising emergency calls
- Audio typing
References
References available upon request.
Timeline
Call Handler/Administration
RDASH
2023.09 - 2026.01
Medical Secretary
Tickhill & Colliery Medical Practice
2000.10 - 2023.09
Passed - NHS Healthcare
Practical Receptionist Course
NVQ Level 1 -
Word Processing
NVQ Level 2 -
Word Processing
GCSEs C -
English
GCSEs -
Science Level D