Tay Mack
London,United Kingdom
Summary
Lead receptionist with extensive experience in managing out-of-hours clinics and supporting medical staff at Lawrence House Surgery, London. Demonstrates exceptional customer service, appointment scheduling, and patient interaction skills while ensuring medical confidentiality. Proven track record in community engagement with Haringey Council, enhancing organizational efficiency through process improvements and effective communication. Skilled in crisis intervention and advocacy from previous role as lead case worker at Citizens Advice Bureau, focusing on optimizing service delivery and staff management.
Overview
46
46
years of professional experience
1
1
Certification
Work History
Lead Receptionist - Out of hours (hub)
Lawrence House Surgery
London, United Kingdom
04.2011 - Current
- Manage out of hours clinics, supporting clinicians, new trainee GP, nurses and manage receptionists ensuring smooth running of the out of hours service.
- Creating clinics using Emis Web, putting Nurse rota together.
- Providing front reception duties
- Welcomed guests and clients in friendly, positive manner.
- Manage appointment system, arriving, cancelling and rebooking as necessary
- Managed incoming telephone calls and addressed patient queries, ensuring effective communication with hospitals and care providers.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Enhanced customer service standards to elevate surgery reputation through impactful first impressions.
- Facilitated patient interactions with professionalism and ensured provision of friendly, knowledgeable assistance.
- Responded to email inquiries promptly, delivering clear and concise information to address queries.
- Facilitated immediate knowledgeable assistance to patients for diverse needs.
- Handled confidential documents with discretion, following data protection guidelines to safeguard information.
- Used Microsoft Office to track information, update records and write correspondence.
- Managed appointment scheduling for new nurse placements to ensure efficient staffing and continuity of care.
- Facilitated emotional support for patients and families through effective communication strategies.
- Maintained and updated patient notes to ensure accuracy and uphold confidentiality.
- Facilitated empathetic support to patients and families by addressing concerns and alleviating anxieties.
- Facilitated emotional support to patients, employing active listening skills to validate concerns and enhance understanding.
- Carried out basic day-to-day administrative tasks to support staff needs.
- Managed medical notes requests from solicitors and provided a copy of patients medical notes with data protection guidelines.
- Identify urgent and vulnerable patients and escalate in a timely way
- check patients in, arrive and advise which waiting area to wait in
- support patients in accessing appropriate serive, GP, nurse, Pharmacist
- Liaise with clinical staff to ensure good communication between clinicians and patients
- Follow up on patient queries, request and any outstanding actions.
- Issuing blood forms, actioning prescription requests
- Promoting the Triage system and helping patients accessing and using it for GP appoints and other adminsitrative requests like Sick notes.
- Process GP referrals with surgery guidelines
- Handle difficult situations calmly and professionaly
Lead Comnunity Engagement
Haringey Coucil
London, United Kingdom
10.1997 - Current
- Identified opportunities for process improvement and implemented changes to increase efficiency.
- Monitored and reported on project progress to clients and management to proactively address changes and minimise lost time and money.
- Established effective communication channels to keep all project participants well-informed.
- Tracked and evaluated progress of live sites and pre-construction phases.
- Oversaw planning function to ensure effective project scheduling and timely delivery.
- Collaborated with architects and engineers to integrate technical solutions into project plans.
- Compiled comprehensive reports detailing project performance and milestones achieved.
- Facilitated training sessions for junior planners, enhancing team capabilities and performance.
- Worked with client representatives and planners to establish overarching plans to provide extended resource plans and avoid work downturns.
- Addressed unexpected planning issues by adapting plans to guarantee project delivery.
- Resolved conflicts among project stakeholders through skilled negotiation and problem-solving.
- Provided expert advice on planning regulations and compliance requirements to clients.
- Outlined detailed plans for improvement action and its implementation.
- Compiled information about current workflows, job descriptions and structures to inform decision-making about potential improvements.
- Improved organisational resource utilisation, better leveraging current resources and controlling excess expenditure.
- Enhanced organisational data to optimise team goals, plans, and operating strategies for area of expertise.
- Conducted staff interviews to collect data and personal feedback directly from employees.
Lead receptionist
Beaumount Pratice
London, United Kingdom
01.2022 - 12.2025
- Oversee out of hours service operations ensuring seamless continuity of support.
- Deliver calm and professional reception services to vulnerable patients.
- Assisted with incoming phone calls to support patient inquiries.
Facilitated face-to-face interactions with patients to address their needs.
Provided information to patients regarding services offered. - Managed incoming calls and coordinated patient bookings with relevant clinicians.
- Access emergency services swiftly to ensure timely assistance.
- Maintain accurate and comprehensive patient records to ensure data integrity and support clinical decision-making.
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets.
- Collaborated with team members to achieve target results.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Met schedule using excellent planning and coordination skills.
- Trained and mentored employees to maximise team performance.
- Prepared range of written communications, documents and reports.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Developed excellent working knowledge of industry trends and improvements in processes.
- Developed team communications and information for meetings.
Lead case worker
Citizens Advice Bureau
London, United Kingdom
01.1980 - 09.1988
- Maintained accurate and confidential client records, adhering to data protection regulations and organisational policies.
- Engaged in professional development activities to stay informed of best practices and legislative changes affecting client care.
- Established trust and rapport with clients, serving as a reliable point of contact for concerns and queries.
- Advocated for clients' rights and needs during meetings with other professionals, ensuring their voices were heard.
- Developed partnerships with local organisations to facilitate access to additional resources for clients.
- Conducted risk assessments in clients' homes and community settings, promoting safety and well-being.
- Managed crisis interventions, responding promptly to emergencies and providing stabilising support during critical incidents.
- Provided emotional support and practical assistance to individuals with disabilities, enhancing their quality of life.
- Monitored clients' progress and updated care plans accordingly, ensuring services met evolving needs.
- Directed emergency response in crisis situations to diffuse tensions and prevent violence.
- Investigated alleged or suspected cases of abuse and neglect and organised responses to protect at-risk persons.
- Supported clients in accessing education and employment opportunities, contributing to their long-term independence.
- Negotiated with landlords, employers, and other parties on behalf of clients to resolve issues and secure services.
- Coordinated with multidisciplinary teams, contributing to holistic care approaches that addressed clients' physical, emotional, and social needs.
- Compiled detailed reports and case notes, documenting interactions and interventions for continuous care improvement.
- Demonstrated confidentiality, equality and diversity policies to comply with professional practice standards and legislation.
- Referred clients to various community resources for additional support with housing, transport or childcare.
- Organised assistance through direct or outside referrals to help clients through ongoing or crisis situations.
- Provided crisis intervention in emergency situations, offering immediate support and coordinating with relevant services.
Education
Higher National Diploma - Planning
Planning Institute
City of London, LNDSkills
- Calm and approachable demeanor
- Customer service excellence
- Appointment scheduling
- Patient interaction
- Medical confidentiality
- Strong work ethic
- Flexibility
- Consistent attendance
- Willing to learn new skills and provide better service
- Good at multitasking
- confidential
- good at managing staff
- Customer service
- Enhance working environment by building good trusting rapport with colleagues
- Flexible
- Telephone skills
- Punctual
- Multitasking and prioritisation
- Customer relations
- Calm under pressure
- Clear communication
- Multitasking ability
- Trustworthy
- Call handling
- Customer and client relations
- Professional attitude
- Record keeping
- Open and clear communicator
- Resolving conflict
- Good judgement
- Appointment management
- Positive outlook
- MS Office
- Payment Processing
- Reliable punctuality
- Interpersonal communications
- Health and safety procedures
Languages
English
Advanced
C1
French
Upper Intermediate
B2
Certification
- Management Training
- Member Emergency response Team
- Planning & Building Control & Architecture
- customer service
- A levels,English,Maths,Art
- GCSE, English,Maths,French,Art,Science
Hobbies and interests
- Planning trainning
- Team leader rainnng
- How to manage staff
- Hiking
- swimming
- physical exercise
- dancing and sociaising
- gardening
- reading
- going out and socialising with friends
Accomplishments
- Improved Pllanning reviews by successfully handling customer complaints and implementing monthly staff training.
- Coordinated 5 special public and private events.
- part of a team delivering design awards for haringey
- improved performance as part of team winning best planning service and building control awards across all London boroughs
Additional Information
- I am a leader with strong and calm personality, a good listener and flexible to meet service needs. I like to acquire new skills and proud myself in making changes to my outlook on life and work life, bringing in calm when it is most needed. i am a multi tasker, able to manage any situation to improve end results.
Hobbies and interests
- Hiking
- swimming
- travelling
- physical excercise
- socialising with friends
- being in nature
Timeline
Lead receptionist
Beaumount Pratice
01.2022 - 12.2025
Lead Receptionist - Out of hours (hub)
Lawrence House Surgery
04.2011 - Current
Lead Comnunity Engagement
Haringey Coucil
10.1997 - Current
Lead case worker
Citizens Advice Bureau
01.1980 - 09.1988
Higher National Diploma - Planning
Planning Institute