Nicola Emery
Peterborough
Summary
Dedicated healthcare professional with extensive knowledge of safeguarding procedures and compassionate communication. Certified in Basic Life Support, adept at ensuring compliance with CQC regulations and proficient in data entry and reporting. Skilled in active listening, empathetic care, and NHS referral processing, with a strong focus on maintaining accurate patient records. Committed to delivering compassionate care and understanding to all patients while continuously seeking opportunities for professional growth within the healthcare sector.
Knowledgeable about coordinating care and supporting patients with compassion. Strong communication and organisational skills. Experienced in managing schedules, resolving conflicts, and understanding patient needs. Ready to use and develop interpersonal, problem-solving, and time management skills in a new role.
Overview
30
30
years of professional experience
6
6
years of post-secondary education
Work history
Severe mental illness care co-ordinator
Greater Peterborough Network
03.2022 - 01.2025
- Engaging with patients to deliver health checks
- Engaging with practice managers across Peterborough, Wisbech and Cambridge, to see their patients
- Downloading reports and checking criteria
- Auditing
- KPI’s and narratives
- QOF coding
- Coordinating the team
- Also trained in phlebotomy, ECG’s (not reading) and blood pressure
- Observed and respected patient dignity, privacy and independence to encourage communication
Wansford medical practice NHS
10.2019 - 03.2022
- Reception duties which include answering calls, dealing with medical queries, booking appointments and other administrative duties
- Coding clinical letters
- Insurance, health and subject access request reports
- Safeguard admin lead, create meetings via microsoft teams, liaise with other healthcare professionals to discuss children of concern, report any actions required and document on the patient records
- Staff trainer
- Summarizing medical records
- Diabetic eye screening referrer
Parnwell Medical Practice NHS
04.2019 - 09.2019
- Reception duties
- Reading pathology results
- Tasks
- Scanning
- Prescriptions
- Currently training in administration for coding incoming mail from hospitals and other departments
Medical Receptionist
Bushfield Medical Practice NHS
04.2018 - 04.2019
- Book patients in for appointments to see the GP or nurse
- Answer the telephone for appointments or enquiries
- Inform patients of blood, x-ray and swab results
- Set up the doctors and nurses rooms by making sure there are sufficient script papers and printing paper
- Set up the touch screen on opening up duties and prepare all working stations for colleagues and open up the appointments clinic screen by removing any holds
- Deal with tasks daily and action
- General administration duties
- Prescription requests
Health Advisor
Herts urgent care (NHS)
07.2017 - 04.2018
- Take inbound calls from patients concerned about health
- Assess symptoms to get the correct level of care needed
- Provide a quality, sensitive and respectful service
Self-employed domestic assistant
07.2011 - 01.2017
- Maintain a healthy and hygienic environment
- Responsible for people’s property
- High level of cleaning duties
- Locking up and securing a community centre
Acting Team Leader, Part time
Churchill
01.2009 - 12.2009
- Check any Business updates and cascade to team members
- Create a board to monitor our team member’s up-sells
- Check my TL’s inbox and reply and action anything urgent
- Hold daily briefings with team members for business or staff member queries
- Create a folder for our team on all relevant business updates for referrals
- Monitor team member’s compliance, to make sure they log in, out and take breaks at correct times
- Send out stats to the service call centre
Customer service consultant
Churchill Insurance
06.2004 - 10.2009
- Take inbound and outbound calls for car and home insurance quotations, sales, policy amendments and renewals
- A highly targeted working environment and I succeed in meeting / exceeding sales and other targets on a continuous basis
- This role requires listening and questioning skills and the ability to build rapport with the customer, which I am confident in
- I create regular team incentives to boost morale
- Promoted to a higher level of consultant, achieved level 4
- Consistently a high performer in the Peterborough site
- Have been a top performer every month for over 12 months and passed all call assessments for over 12 months
- Regularly utilized to coach and develop other members of the department
Product coach
Churchill
01.2006 - 12.2007
- Responsible for coaching staff in selling skills required to cross-sell and up-sell ancillary products such as breakdown
- The role involves identifying underperforming staff, hints and tips on ability to overcome objectives and carrying out the necessary coaching required to improve performance
- Also created quizzes and tests on the breakdown product to test knowledge
- Reward staff members on most improved
- During my role of product champion / coach, overall department performance improved from 1.4% to 2.3%, target 2%
General assistant / carer
01.2000 - 12.2004
- Maintain a healthy and hygienic environment
- Support and assist the less advantaged
- Support other colleagues within the care role
- This role requires a lot of patience and time
catering supervisor
Garner merchant
01.1998 - 12.2000
- Maintain a healthy hygienic working and preparation environment
- Stock take and order
- Arrangements of food/drink party bookings
- Intake of daily accounts and till role intake
- Responsible for opening and closing the canteen
- Liaise with head chef and create menu ideas
- Assist and support other members of staff
Hotel assistant / Trainee
01.1995 - 12.1998
- Training for front of house guest service
- Greeting guests and booking in
- Maintain a high level of hygienic standards
- Restaurant assistant
- Food preparation
- Taking inbound calls to make bookings
- Stock control
- When qualified became head of reception, shift reviews and rota control, main bookings, faxing companies, invoicing, accounts and banking
Education
GCSEs -
Jack Hunt Secondary School, Peterborough.
09.1990 - 06.1994
NVQ Level 2 -
Hospitality and Catering, guest service
09.1995 - 01.1998
CLAIT
CPD Mental health support worker
OnlineMental health first aider
In housePhlebotomy
In houseCPR training
In houseSkills
- Safeguarding procedures knowledge
- Compassionate communication
- Basic Life Support Certification
- Compliance with cqc regulations
- Data entry and reporting
- Active listening
- Compassion and understanding
- Empathetic listening
- NHS referral processing
- Patient record systems
- Compassionate care
Timeline
Severe mental illness care co-ordinator
Greater Peterborough Network
03.2022 - 01.2025
Wansford medical practice NHS
10.2019 - 03.2022
Parnwell Medical Practice NHS
04.2019 - 09.2019
Medical Receptionist
Bushfield Medical Practice NHS
04.2018 - 04.2019
Health Advisor
Herts urgent care (NHS)
07.2017 - 04.2018
Self-employed domestic assistant
07.2011 - 01.2017
Acting Team Leader, Part time
Churchill
01.2009 - 12.2009
Product coach
Churchill
01.2006 - 12.2007
Customer service consultant
Churchill Insurance
06.2004 - 10.2009
General assistant / carer
01.2000 - 12.2004
catering supervisor
Garner merchant
01.1998 - 12.2000
NVQ Level 2 -
Hospitality and Catering, guest service
09.1995 - 01.1998
Hotel assistant / Trainee
01.1995 - 12.1998
GCSEs -
Jack Hunt Secondary School, Peterborough.
09.1990 - 06.1994
CLAIT
CPD Mental health support worker
Mental health first aider
Phlebotomy
CPR training
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