Natasha Jones

• Trusted by management to train and onboard new staff, making sure they understand our surgery systems and patient standards.
• Helped steady the team through a major practice merger, adjusting to a major increase to 25,000 patients following the merger with the Oaks Surgery in November 2023.
• Navigated a major practice merger, successfully collaborating with newly integrated clinical and administrative staff to align conflicting workflows.
• Established a unified "total triaging" process to streamline patient access and significantly reduce waiting times.
• Utilising core NHS IT systems daily including EMIS, DocMan 10, smart eConsult and Accuryx - which was replaced with iPlato.
• De-escalate tense situations using proven conflict resolution techniques and empathy to understand and resolve patient frustrations.
• Greeting incoming patients in a professional manner, providing friendly, knowledgeable assistance at the front desk.
• Maintains strict confidentiality and GDPR compliance while collecting, distributing and processing sensitive data.
• Coordinate patient care pathways by managing high-volume calls, booking appointments, processing prescription requests, submitting e-consults for vulnerable patients to get triaged by Doctors and booking appointments.
• Deliver compassionate care and administrative support to both patients and clinical teams under high-pressure conditions.
• Keeping the reception area organised and presentable to ensure all visitors receive a positive first impression of the surgery.

• Engaged with guests to build positive rapport, delivering high-energy service that encouraged loyalty and repeat visits.
• Collected cash and card payments accurately, processing transactions and receipts quickly using Point of Sale (POS) systems during peak hours.
• Performed thorough bar closing duties, ensuring entire service area was cleaned, sanitised and fully restocked for the next shift.
• Managed glassware efficiently, collecting, washing and replacing glasses rapidly to keep up with intense guest demand.

NCS - National Citizen Service

• Collaborated within a diverse team to design, budget and deliver a community social action project raising funds for a local food bank.
• Took initiative to suggest and develop uniquely themed charity event, leading team brainstorming sessions to maximise public engagement.
• Organised local community activities by splitting into focused pairs, efficiently delegating tasks to boost fundraising results.
• Developed strong communication and presentation skills by pitching ideas, establishing good teamwork and collaborative team environment.
• Strengthened problem-solving and resilience successfully navigated team challenges under tight deadlines.

• Valuated patients against strict clinical safety criteria prior to vaccination, carefully screening for allergies, history of anaphylaxis and thrombosis.
• Secured informed patient consent by clearly explaining vaccination process and answering questions with empathy.
• Delivered compassionate, age-appropriate care to a diverse demographic of patients ranging from ages 5 to over 100.
• Participated in community pop-up sessions in Gravesend, actively engaging with unvaccinated populations to address concerns and correct medical misconceptions
• Used de-escalation and conflict resolution techniques during lively community debates, successfully publicising accurate data and convincing hesitant individuals to receive their vaccine.
• Completed a comprehensive suite of NHS compliance training, including Basic Life Support, Resuscitation, Conflict Resolution, Fire Safety L1, Safeguarding (Adults & Children L1/L2), Introduction to Anaphylaxis, GDPR, Data Security and Infection Prevention and Control (L1/L2), Confidentiality, Moving and Handling (L1), Health and Safety, Equality, Diversity and Human Rights (L1) e-learning,

Marshalling

• Conducted initial health screenings by taking patient temperatures upon arrival to ensure site safety protocols were met.
• Managed digital check-in process, accurately booked patients into system using their unique booking references and issuing identification labels for administrative team.
• Directed patient flow throughout site, guiding individuals clearly to waiting areas, vaccination cubicles and exit routes.
• Managed patient queues efficiently ensuring patients were lined up in an orderly matter.
• Assisted with post-vaccination monitoring, provided immediate assistance, observed and supported patients feeling faint or anxious.

• Assisting in junior/children's tennis and for this I completed a Leadership Course at Bromley Tennis Club.