- Used NHS Pathways tool to assess the needs of the caller and implement necessary action ranging from dispatching Ambulances to making a referral to the appropriate available services.- Managed urgent and non-urgent calls from patients, members of the public and healthcare professionals such as GPs, nurses, carers and pharmacists.- Used specialised computer software (Adastra) to direct the caller to the most appropriate care or service for their needs. - Accurately documented patient information, symptom descriptions and assessment outcomes using Adastra. - Provided an assessment, basic health advice and information to patients, supporting them to access the most appropriate care, including advice to manage their symptoms at home. - Stayed up to date with all health guidelines, online learning/courses, and procedures to ensure the highest quality of care was provided at all times. - Worked closely with other healthcare professionals such as nurses, doctors and paramedics to efficiently coordinate patient care.

- Raised support tickets to enable tracking and resolution of customer requests.- Investigated and resolving customer complaints.- Escalated inquiries to the appropriate team. - Communicating with customers through various channels such as email, phone, and online chat. - Built sustainable relationships and trust with customer accounts through open and interactive communication. - Met personal and customer service team sales targets and call handling quotas.

- Provided day-to-day care and living assistance to patients.- Assisted in the development of treatment plans for patients and administering medication.- Monitored patient’s physical and mental health whilst keeping accurate records. - Supervised patients to ensure safety and performing risk assessments. - Provided emotional support to patients.