Data Entry, Security Clearances, administration, minute taking

PATRICIA ANNE DUNCAN

078**-****** ***********@*****.***

Personal Profile

A highly motivated and customer/patient focused individual with excellent communication and written skills and has a valuable knowledge and experience within the NHS including Primary & Community Care Commissioning. Has gained experience within the Civil Service, of Recovery of Revenue (casework) and Defence Planning for which high security clearance was needed. A very result-driven individual with the ability to manage and prioritise a varied workload. Capable of working under pressure and always looking to provide excellent customer care and always deliver a professional level of service.

Skills

• Proficient in MS Word, Outlook, and Excel. Until recently, used MIS regularly

• Experience of Access, WordPerfect and database

• Strong communicator and able to deal with clients sensitively and with empathy

• Motivated and highly focused

• Driven to achieve and able to function under pressure Employment History

Nov 2021- March 2022 Customer Experience Survey Assistant (Contract) (remote) MHS Homes, Dockside, Chatham

• To undertake surveys with tenants over the phone.

• Liaise with tenants regarding repairs, forwarding details of repairs to appropriate officers, providing tenants with useful information, entering info onto database.

• Occasionally taking part in meetings on MS Teams with my manager and an analyst. Putting forward suggestions.

March 2021 Administration Officer DWP, Counter Fraud Dept. (contract) Responsible for all aspects of typing documents., administration, telephone management, use of word processing, database and handling emails and any other duties required. Sept 2018 Interim Complaints Officer, South Cambridgeshire & Peterborough NHS Foundation Trust, Fulton. Cambridgeshire.

Responsible for drafting responses to complainants, all aspects of administration, answering and making telephone calls. Use of MS Office software, including word, excel and database. 15thOct - Nov 26'" 2017 Minute Taker, Kent County Council (KCC) (temp position) Working with the child protection team responsible for setting up meetings, greeting attendees, passing documents to attendees, taking the minutes, typing up minutes. Some experience of using Liberi, adding info on Liberi. Working at various sites around Kent as necessary. Nov 2014-June 2015 News Reader, Academy FM 107.8 Radio Station, Kent (voluntary)

• Responsible for typing up of news, adding news to news website, reading news live several times in the morning, joining DJ in studio to discuss national news stories. Recording news to be played several times in the afternoon, learning to use the technical equipment in the studio for the recorded news. May-Jul 2014 Complaints Officer/Admin Officer, Hammersmith Hospital, (temp)

• Responsible for supporting two managers and permanent Complaints Officer

• Drafting responses to complaints, undertaking minutes of meetings, and typing up notes

• Updating complaints database as and when.

Mar-Dec 2013 PALS/Complaints Officer, NHSHQ Stephenson House (temp position)

• Responsible for supporting the Manager on PALS & Complaints issues, using Datix to record new cases, search information, scanning, composing letters to the Public, answering, and making telephone calls and general administration duties.

Nov2012 Data Entry Admin, NHS Holborn (temp position)

• Responsible for all aspects of data entry prescription on the fraud campaign.

• checking medical prescriptions, where medications were obtained by patients for free by fraudulently completing the prescriptions with false information 2006-2010 Administrator/Secretary, Tower Hamlets Primary Care Trust.

• Supporting Senior Managers within varying teams with general admin duties, typing up minutes,

• Populating spreadsheets (GPAQ, Find-a-Doc) and creating basic spreadsheets • Electronic diary management, meeting planning, travel arrangements, catering...

• Drafting, typing, and formating documents as required

• Providing first point of contact for guests/visitors, ensuring urgent calls are dealt with appropriately

• General office duties including faxing, photocopying, sorting mail and stationery

• Creating purchase orders, working with procurement and finance systems

• Collecting information from contractors about contact details, update THPCT contact lists and distribution labels for all TH communications and distribute contact details to other staff that need them

• Ordering all the anti-coagulation supplies needed for the participating surgeries and

• Arranging the quarterly check of all NEQAS machines which are used for anti- coagulation sessions 2004-2006 Locality Officer, Tower Hamlets Primary care Trust

• Managing the Find-a-Doc Service with a support officer.

• Assisting the Public to become registered with a GP in Tower Hamlets, researched other PCTs nationwide to increase the scope of the Find-a-Doc Website

• Ensure that the Find-a-Doc phone lines were always manned

• Training of admin Support staff

• Monthly audit of Find-a-Doc figures for the four localities to be disseminated to Director, all Ads and managers

• Responding to emails and letters from the public in a timely manner, dealt with patients face-to face

• Coordinating and sometimes took part in health events

• Shadowing practice managers at GP surgeries

• Visiting different services to learn about the operations there• Liaised with the CDT/PALS and the Complaints Department.

• Writing articles regarding the Find-a-Doc Service for the NHS Network Magazine

• Successfully reduced the 1000+ patient registrations per month by the service to zero, by liaising with the surgeries to accept patients voluntarily that fall within their catchment areas

• Training the Managers at Tower Hamlets' Council before they took over the service in June Previous employment included:

• Locality Officer/Complaints Officer, ELCHA/North East London Strategic Health

• Authority (2001-2004), Administrative Assistant, Civil Service (DETR) Westminster (1991-1998),

• Administrative Assistant Dishonoured Cheques (Caseworker), Civil Service (DoT) DVLC - Swansea

(1989-1991)

Academic Qualifications

• BSc (Hons) in Geology, University of London, Birkbeck College, 2000-2005:

• A 'Level in English, The New Vic Sixth Form College, 1999 • GCSE's including Mathematics

• NCFE Level 1 Award in Preparing to Work in Schools Additional Training Completed

Excel, Access, PowerPoint, Conflict Resolution, Development of Management Skills for Administrative Staff, Customer Care, Report Writing and Medical Terminology Course. Teaching Assistant Course.

References Supplied on Request

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