Sharon Atkinson
Taunton,Somerset
Summary
Experienced Switchboard Operator, with experience in a busy hospital. Calmly dealing with high volumes of calls effectively and efficiently, with constant customer care and kindness. Background of Healthcare Assistant and Medical Secretary so good knowledge of medical symptoms/terminology.
Overview
34
34
years of professional experience
Work history
Switchboard operator
Somerset NHS Foundation Trust
Taunton, Somerset
01.2023 - Current
- Utilised paging system
- Coped calmly and effectively with routine and urgent calls.
- Received telephone inquiries, answering questions with up-to-date information.
- Connected, held and transferred telephone calls by operating switchboards and consoles.
- Logged emergency call information on electronic system for accurate reporting.
- Processed information quickly in time-critical situations.
- Made connections for outgoing calls to facilitate prompt communications.
- Minimised switchboard disruptions by promptly reporting telephone, equipment and software malfunctions to arrange repair.
- Redirected callers for smooth and prompt transfers.
- Recorded necessary information for call-handling analysis to optimise service given.
Administration - Various
Somerset NHS Foundation Trust
Taunton, Somerset
03.2019 - 01.2023
- Various Roles including supporting implementation of digital technology on the wards, secondment to Software Test Analyst, Learning and Development.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Supported team by demonstrating respect and willingness to help.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Carried out day-to-day duties accurately and efficiently.
Healthcare assistant
Somerset NHS Foundation Trust
Taunton, Somerset
02.2012 - 02.2019
- Worked closely with nurses to maintain optimum levels of communication.
- Submitted reports to manager regarding status of patient.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Worked professionally with caregiving teams and hospital departments to maintain continuity of care.
- Maintained up-to-date patient records to enable care continuity between support providers.
- Positioned, lifted and transported patients with limited mobility.
- Provided basic patient health care, administering blood tests, taking blood pressure and dressing wounds.
- Ensured optimal hydration, monitoring and recording patients' fluid intake and output in fluid balance charts.
- Provided high-quality person-centred support and received consistently positive patient feedback.
Maintenance Administration Officer
Knightstone Housing Association
Taunton, Somerset
03.2010 - 01.2012
- Liaised with relevant parties using appropriate communication channels.
- Answered high-volume daily telephone enquiries.
- Fielded requests from information from outside parties and wrote professional correspondence in response.
- Maintained orderly files with updated, easily accessible information for staff.
Medical secretary
Taunton and Somerset NHS Foundation Trust
Taunton, Somerset
03.1990 - 02.2010
- Kept library of medical files, records and technical documentation.
- Shared communications between medical staff and patients.
- Answered phone enquiries and transferred calls to specific departments.
- Photocopied documents to update patient records.
- Documented patient encounter information, laboratory results, and correspondence for records.
- Transcribed medical information for patient or facility records.
- Typed dictation from doctors.
- Successfully delivered on tasks within tight deadlines.
Education
NVQ Level 2 - Clinical Healthcare Support
Somerset College of Arts and Technology
TauntonGCSEs - History, English Language, Home Economics
SWREB
CSE - Maths, Geography, French, Biology, English Literature
SWREB
Skills
- Inbound and outbound call handling
- Clear communicator
- Calm under pressure
- Call-handling knowledge
- Exceptional interpersonal skills
- Data entry
- Switchboard equipment knowledge
- Communication skills
- Medical terminology
Timeline
Switchboard operator
Somerset NHS Foundation Trust
01.2023 - Current
Administration - Various
Somerset NHS Foundation Trust
03.2019 - 01.2023
Healthcare assistant
Somerset NHS Foundation Trust
02.2012 - 02.2019
Maintenance Administration Officer
Knightstone Housing Association
03.2010 - 01.2012
Medical secretary
Taunton and Somerset NHS Foundation Trust
03.1990 - 02.2010
NVQ Level 2 - Clinical Healthcare Support
Somerset College of Arts and Technology
GCSEs - History, English Language, Home Economics
SWREB
CSE - Maths, Geography, French, Biology, English Literature
SWREB
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