Summary
Overview
Work history
Education
Skills
Affiliations
References
Custom
Timeline
Generic

MAUREEN SUTHERLAND

Bristol,South Gloucestershire

Summary

Dedicated professional with expertise in patient queries and customer service, demonstrating exceptional skills in patient liaising and tactful diplomacy. A proven team player with a strong commitment to health and safety compliance, coupled with cultural awareness. Seeking to leverage these competencies in a dynamic environment to enhance patient/customer care and operational efficiency.

Overview

30
30
years of professional experience
1989
1989
years of post-secondary education

Work history

Senior Medical Secretary

British Heart Institute
Bristol, Bristol
06.2017 - 06.2025
  • Facilitated clear written and verbal communication with diverse stakeholders, including medical consultants and patients.
  • Processing correspondence/emails between patients, consultants, and healthcare providers.
  • Enhanced patient satisfaction by addressing concerns promptly.
  • Responded to telephone enquiries professionally, provided accurate information.
  • Coordinated appointments while liaising with Outpatients and Cardiac Admissions teams.
  • Handled sensitive information with utmost discretion to safeguard privacy.
  • Processed referrals with speed and accuracy to minimise delays to treatment.
  • Opened, triaged, and scanned incoming post for efficient processing.
  • Arranged for interpreters during consultations when necessary, ensured effective communication.
  • Organised two training days on Adult Congenital Heart Disease in 2017 and 2018, overseeing logistics and stakeholder engagement.
  • Photocopied and scanned documents to update patient records.
  • Documented patient encounter information, laboratory results, and correspondence for records.
  • Supported efforts during Covid-19 to reduce waiting lists and maintain patient communication regarding appointments.

Medical Secretary

Radiology Department - Southmead Hospital
Bristol, Bristol
01.2016 - 05.2017
  • Outline key responsibilities ...
  • Supported hospital staff for smooth day-to-day operations.
  • Maintained patient confidentiality by adhering to strict data protection policies.
  • Shared communications between medical staff and patients.
  • Facilitated clear communication between patients and healthcare providers.
  • Prepared correspondence, audio transcription, reports and general typing using [Software].
  • Developed friendly relationships with patients to improve their comfort level during visits.
  • Managed and successfully resolved patient inquiries, maintaining records and informing relevant personnel.

Clinical Data Coordinator

Fallodon Way Medical Centre
Bristol, Bristol
06.2012 - 04.2016
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Improved efficiency and productivity by acquiring new skills.

Medical Administrator/Medical Secretary

Montpelier Health Centre
Bristol, Bristol
03.2008 - 06.2012
  • Provided exemplary customer service, leading to high patient satisfaction rates.
  • Facilitated communication between patients, doctors and other healthcare providers resulting in improved care delivery.
  • Effectively coordinated medical records for ease of accessibility.
  • Typing dictations for the GPs
  • Occasional covering for reception when needed

Medical Practice Administrator

Park Road Medical Centre
Wallington, Sutton
02.2004 - 07.2007
  • Collaborated with healthcare professionals for effective coordination of patient treatment plans.
  • Condensing and coding incoming medical records.
  • Registering patients
  • Typing dictations for the GPs
  • Occasional covering reception when needed
  • Provided comprehensive support to medical practitioners, enhancing their ability to provide quality care.
  • Handled patient queries to ensure comfort and understanding of medical procedures.

Customer Service Assistant

ASDA Retailer Employer
Wallington, Surrey
07.1995 - 07.2000
  • Consistently upheld company policies to maintain operational standards.
  • Enhanced customer relations by effectively managing complaints.
  • Demonstrated strong communication skills when explaining promotions and discounts.
  • Trained new staff members, ensuring consistency in service delivery.
  • Adapted swiftly to changes in store layout to minimise disruption.
  • Organised stock shelves to improve shop floor appearance.
  • Provided exceptional customer service, fostering loyalty among patrons.
  • Assisted customers with product inquiries to enhance shopping experience.

Education

LCCSS Diploma - Audio Typing; Background to Business; Shorthand

Filton Technical College
Bristol

O-Levels and CSEs - undefined

Fairfield Grammar School
01.1976 - 01.1981

CLAIT OCR Modules - Word & Excel

SCOLA
Sutton
04.2003 - 07.2003

Skills

  • Patient queries
  • Customer Service
  • Patient liaising
  • Tactful diplomacy
  • Team player
  • Health and Safety Compliance
  • Cultural awareness

Affiliations

  • My hobbies are, gardening, working out at the gym, visiting museums, art galleries, reading, listening to my vinyl collection and going to Gigs.

References

References available upon request.

Custom

  • 10+ years of service to NHS
  • 5 years of service working within retail


Timeline

Senior Medical Secretary

British Heart Institute
06.2017 - 06.2025

Medical Secretary

Radiology Department - Southmead Hospital
01.2016 - 05.2017

Clinical Data Coordinator

Fallodon Way Medical Centre
06.2012 - 04.2016

Medical Administrator/Medical Secretary

Montpelier Health Centre
03.2008 - 06.2012

Medical Practice Administrator

Park Road Medical Centre
02.2004 - 07.2007

CLAIT OCR Modules - Word & Excel

SCOLA
04.2003 - 07.2003

Customer Service Assistant

ASDA Retailer Employer
07.1995 - 07.2000

O-Levels and CSEs - undefined

Fairfield Grammar School
01.1976 - 01.1981

LCCSS Diploma - Audio Typing; Background to Business; Shorthand

Filton Technical College

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MAUREEN SUTHERLAND