OLUWATOMISIN OMODARA
Eccles,United Kingdom
Summary
Dedicated administrative and care professional with over 10 years combined experience in healthcare, client services, and call handling. Direct experience supporting individuals with physical and learning disabilities through person-centred care. Skilled in managing high-volume calls, triaging patients, maintaining accurate records, and ensuring excellent patient care and confidentiality. Known for strong communication, problem-solving, and organisational abilities, with proven expertise in supporting clinical and operational teams within fast paced environments. Seeking to contribute expertise to the healthcare industry to enhance client satisfaction and wellbeing.
Overview
14
14
years of professional experience
Work history
Health Advisor / ICC Call Handler
North West Ambulance Service NHS Trust
Manchester
2025.04 - Current
- Serves as first point of contact for patients and healthcare professionals and other stakeholders.
- Handles calls into the service either through national 999 and 111 phone lines and from callers wanting to arrange non-emergency transportation to and from hospitals.
- Assess patients using NHS Pathways through structured telephone triage to identify the most appropriate care pathway.
- Provides health information, home care or interim care advice as directed by the relevant system.
- Communicate with empathy, professionalism and compassion while managing emotionally challenging and high-pressure calls.
- Recognise potential clinical deterioration and escalate concerns promptly to clinicians in accordance with standard operating procedures.
- Coordinate patient transport requests, urgent referrals and emergency responses, ensuring continuity of care.
- Maintain accurate electronic patient records, ensuring documentation is clear, timely and in line with GDPR, Caldicott principles and the Trust policies and procedures.
- Liaise effectively with ambulance crews, clinicians, GP practices, hospitals, community services and other healthcare providers to facilitate safe patient care.
- Provide health information, and signposting to relevant services while remaining within the scope of the role.
- Manage a high volume of calls while maintaining quality standards, professionalism and attention to detail.
- Contribute to safe, effective and patient-centred care by working collaboratively within multidisciplinary teams and following organisational policies and procedures.
Healthcare Support Worker
Aluona Recruitment Agency
Lancashire
2024.09 - 2025.03
- Assisted with personal hygiene, washing, dressing, toileting, continence care, nutrition, hydration and mobility while promoting dignity and independence.
- Supported individuals using safe moving and handling techniques and appropriate mobility equipment.
- Administered medication in accordance with care plans, organisational policies and medication administration records.
- Monitored individuals' physical and emotional wellbeing, recognising changes in condition and escalating concerns promptly to senior staff.
- Maintained accurate care records, daily care logs and observations to support continuity of care.
- Developed positive relationships with individuals and their families through compassionate communication and emotional support.
- Applied infection prevention and control measures, including effective hand hygiene, use of PPE and environmental cleanliness.
- Worked collaboratively with nurses, social workers and other healthcare professionals to deliver coordinated care.
- Promoted equality, dignity, privacy and individual choice in accordance with person-centred care principles.
Client Services Manager
Cerba Lancet Laboratories
, Nigeria
2016.03 - 2023.10
- Managed the Client Services Department, leading a team responsible for delivering high-quality support to patients, other medical laboratories, clinics and hospitals.
- Oversaw client accounts, billing, and resolution of escalated service issues.
- Trained, mentored, and supervised new and current staff to ensure consistent high-quality service.
- Coordinated communication between laboratory professionals, doctors and patients regarding diagnostic services and urgent laboratory results.
- Ensured confidential handling of patient information while maintaining accurate records and departmental documentation.
- Oversaw the timely communication of critical and abnormal laboratory results to clinicians and patients, supporting safe clinical decision-making.
- Investigated and resolved complex patient and clinician enquiries while maintaining high standards of customer care.
- Managed departmental workloads, staff rotas and service delivery to ensure efficient operations.
- Trained, mentored and supervised new team members, promoting continuous learning and high performance.
- Produced departmental reports, analysed service trends and contributed to quality improvement initiatives.
- Worked collaboratively with multidisciplinary teams to improve operational efficiency and patient experience.
- Supported organisational compliance with healthcare policies, quality standards and information governance procedures.
- Delivered in-depth service information to clients and addressing inquiries regarding partnership and retainership.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Led regular meetings with client services staff to review progress on projects and discuss strategies for improving customer experience.
- Conducted surveys with customers to assess satisfaction levels with products and services provided by the company.
- Created reports detailing customer feedback data collected from survey responses.
Client Services Executive
Cerba Lancet Laboratories
, Nigeria
2014.09 - 2016.03
- Answering telephone calls and responding to emails, making the appropriate transfers of both internal and external calls, therefore, handling an average of 50+ calls daily with a high resolution rate.
- Collaborated with internal teams to enhance overall service quality.
- Provided potential customers with information to address inquiries regarding services.
- Provided clients with adequate information about the different tests, collection of samples, turnaround time, dispatch availability and test results.
- Effectively resolved and documented customer complaints, queries, recommendations and feedback, leading to a decrease in recurring issues and improved service quality.
Chemistry Teacher
Immaculate Heart Comprehensive Senior High School
2012.11 - 2013.10
- Adapted teaching methods and instructional materials to meet students' varying needs and interests.
- Prepared materials and classrooms for class activities.
- Prepared, administered, and graded tests, assignments and examinations to evaluate students' progress.
- Prepared objectives and outlines for courses of study, following curriculum guidelines or requirements of states and schools.
- Supervised students' laboratory work.
- Instructed students in the laboratory by teaching safety protocols for proper use of chemicals and safe disposal of hazardous materials.
Education
NVQ Level 3 - Adult Care
Modern Care Learning
06/2026 -
MSc - Management
BPP University
Manchester, United Kingdom 09/2023 - 10/2024
BSc - Biochemistry
Bowen University
Osun, Nigeria 09/2008 - 08/2012
Skills
- Person-centred care
- Telephone triage and call handling
- NHS pathways and clinical signposting
- Electronic recordkeeping
- Healthcare communication and GDPR compliance
- Care coordination
- Team collaboration and leadership
- Microsoft Office Suite
- CRM and database management
Timeline
Health Advisor / ICC Call Handler
North West Ambulance Service NHS Trust
2025.04 - Current
Healthcare Support Worker
Aluona Recruitment Agency
2024.09 - 2025.03
Client Services Manager
Cerba Lancet Laboratories
2016.03 - 2023.10
Client Services Executive
Cerba Lancet Laboratories
2014.09 - 2016.03
Chemistry Teacher
Immaculate Heart Comprehensive Senior High School
2012.11 - 2013.10
BSc - Biochemistry
Bowen University
09/2008 - 08/2012
MSc - Management
BPP University
09/2023 - 10/2024
NVQ Level 3 - Adult Care
Modern Care Learning
06/2026 -