OLIVIA SIWAK
London,Kent
Summary
I am a dedicated and results-driven professional with seven years of extensive experience in high-level administration within the NHS. Adept at managing multifaceted administrative tasks, managing inquiries, proven track record in training and mentoring staff, implementing work SOPs, I am skilled at in facilitating meetings, documenting minutes . I posses exceptional organisational , communication, and problem solving abilities, coupled with a compassionate approach in dealing with diverse patient populations. I am seeking to leverage a comprehensive skill set to excel as Head of Administration, contributing to the efficient management and success of a secondary school.
Overview
8
8
years of professional experience
24
24
years of post-secondary education
Work history
Assistant Patient Pathway Coordinator
Croydon University Hospital
London, Surrey
08.2019 - Current
- Monitored and reported problems in appointment systems to management.
- Developed and implemented new screening process for new patients to match patients with doctors.
- Scheduled initial and follow-up appointments for new and existing patients.
- Oversaw and facilitated patient referrals to other clinics to meet client expectations.
- Managed and responded to incoming emails promptly to maintain high-quality services.
- Facilitated the scheduling and coordination of medical procedures both under Local Anaesthesia and General Anaesthesia ensuring seamless booking processes.
- Conducted comprehensive training to new staff members, providing in-depth guidance on their roles, responsibilities, and the organisational workflow.
- Facilitated access requests and permissions to ensure new team members were equipped with necessary tools and resources to fulfill their duties effectively.
- Oversaw and organised staff schedules, ensuring efficient management of the staff Rota to maintain optimal coverage and support operational needs.
- Implemented standardised operating procedures (SOPs) to streamline workflows and ensure consistent adherence to best practice.
- Attended regular meetings and accurately recorded minutes to ensure comprehensive documentation of discussions and action items.
- Managed patient complaints through the PALS system, ensuring prompt resolution and maintaining high levels of patient satisfaction.
- Monitored and tracked patients' Referral to Treatment Times (RTT) to ensure timely and efficient healthcare services.
MDT Assistant
Croydon University Hospital
London, Surrey
07.2018 - 06.2019
- Monitored and managed the 14-day cancer pathway to facilitate timely and comprehensive care for patients.
- Scheduled and coordinated imaging scans for patients, ensuring timely appointments and efficient healthcare services.
- Managed high volume of calls and emails, providing efficient and effective communication support.
- Attended PTL cancer meetings, reporting on the 14-day pathway status, including breaches and capacity issues for effective management and meeting the national targets that are reported to NHS England.
- Processed and actioned referrals using the ERS electronic system, ensuring swift and accurate handling of patients referrals.
Clinic Clerk
Croydon University Hospital
London, Surrey
05.2017 - 05.2018
- Answered phones, replied to emails and directed calls to appropriate department.
- Photo copied files, scanned records and filed documents by alphabetical order.
- Covered reception desks, providing positive customer care in person and during telephone calls.
- Ordered office resources to maintain daily business operations.
- Scheduled and arranged antenatal scans for expectancy mothers, facilitating their parental care.
- Coordinated and scheduled midwife visits.
- Managed both paper and electronic referrals on (ERS), ensuring seamless processing and efficient coordination of healthcare.
- Provided coverage for Early Pregnancy Unit, handling emotionally vulnerable and complex patients with care and sensitivity.
Admin Clerk
Shirley Medical Centre
London, Surrey
09.2015 - 09.2016
- Answered phones, replied to emails and directed calls to appropriate department.
- Gathered and registered information on database.
- Photo copied files, scanned records and filed documents by alphabetical order.
- Processed and fulfilled prescription requests, ensuring timely medication dispensation for patients.
- Managed invoices, processed claims and handled legal documents, ensuring accurate and timely documentation.
- Covered reception desks, providing positive customer care in person and during telephone calls.
- Directed calls to appropriate staff and took messages where colleagues were unavailable.
- Communicated and processed client information with discretion to maintain confidentiality.
- Fielded general enquiries, providing knowledgeable, helpful customer support.
Education
BTEC Level 2 - Science
Harris Academy Beckenham
Beckenham 09.2008 - 09.2013
NVQ Level 2 - Business and Administration Aprrenceship
Croydon College
London 09.2014 - 09.2015
BTEC Level 2 - Sports Studies
Harris Academy Beckenham
Beckenham 09.2008 - 09.2013
GCSEs - English
Harris Academy Beckenham
Beckenham 09.2008 - 09.2013
GCSEs - Maths
Harris Academy Beckenham
Beckenham 09.2008 - 09.2013
Croydon University Hospital
London 05.2017 -
NVQ Level 2 - Hairdressing
Croydon College
London 09.2014 - 09.2015
NVQ Level 2 - Health and Social Care
Coulsdon College
London 09.2013 - 09.2014
NVQ Level 2 - ICT
Coulsdon College
London 09.2013 - 09.2014
Skills
- Excellent Team player with the ability to influence and build constructive relationships within a team, make positive contributions and champion constructive ideas for team performance
- Process improvements
- Exceptional analytical skills, accurate and well organised with strong problem-solving skills and conflict resolution
- Excellent customer service and effective presentation skills
- Follow instructions and procedures
- Attention to detail
- Microsoft Office tools namely Access, Excel, Outlook, PowerPoint and Word
- Organisational standards
- Administrative supervision
- Regulatory compliance
- Decision-making
- Database coordination
- Adaptability and resilience
- Meeting facilitation and documentation
Timeline
Assistant Patient Pathway Coordinator
Croydon University Hospital
08.2019 - Current
MDT Assistant
Croydon University Hospital
07.2018 - 06.2019
Clinic Clerk
Croydon University Hospital
05.2017 - 05.2018
Croydon University Hospital
05.2017 -
Admin Clerk
Shirley Medical Centre
09.2015 - 09.2016
NVQ Level 2 - Business and Administration Aprrenceship
Croydon College
09.2014 - 09.2015
NVQ Level 2 - Hairdressing
Croydon College
09.2014 - 09.2015
NVQ Level 2 - Health and Social Care
Coulsdon College
09.2013 - 09.2014
NVQ Level 2 - ICT
Coulsdon College
09.2013 - 09.2014
BTEC Level 2 - Science
Harris Academy Beckenham
09.2008 - 09.2013
BTEC Level 2 - Sports Studies
Harris Academy Beckenham
09.2008 - 09.2013
GCSEs - English
Harris Academy Beckenham
09.2008 - 09.2013
GCSEs - Maths
Harris Academy Beckenham
09.2008 - 09.2013
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