Sophia Stewart

I have an extensive Customer Service experience over the last 20 years, in a public and private setting allowing me the unique ability to be commercially aware and understand the importance of great Customer Service when your Customer aren’t able move their custom.

I n my most recent position as a remote Service Advisor for NHS 111, I answer calls promptly and professionally, using company scripts for consistency and professionalism. I have been in the role for 11 months at IC24 and for 18 months at Southeast Coast Ambulance Trust. 

In my current role as a Service Advisor for NHS 111 and inbound call Centre, I triage patient and aid patients and callers in a clear concise manner to enable timely and high-quality patient care. In that time my call KPI’s have remained consistently at 98% and 100%.

I currently resolve customer complaints by being knowledgeable and thinking outside of the box to ensure the patient gets the care they need. I often speak to Pharmacist to resolve miscommunications and misunderstandings in instructions given to patient. This has enabled to avoid customer complaints in favor of resolving with issue via a new triage or speaking to a Health Care professional who is then able to proceed and help. Where complaints are made about a service provider, I record the complaints with empathy and patience which can be emotional for the caller or patient to recall a bad experience where they feel their care was compromised.

I also escalated calls to a technical or clinical team where it falls outside the normal pathway remits in which we operate, such as palliative care patient or patient who are housebound, 

This has led me to receiving four patient compliments over the course of my work at NHS 111.

I have experience of making outbound calls in my Service Advisor role undertaking patient safety calling where patients have been waiting in excess of their time frames or where there are other mitigating circumstance such as, age (under 5’s or 80 and over). 

I maintain the NHS CRM accurately as this links to patient NHS, health care records and forms part of the patient’s medical history. As such I maintain a 100 accuracy in populating this database with the correct information by asking patients and caller to spell names and confirm dates of birth. I also use Language Line to enable effective communication to get the correct information to enable timely patient care.

As a Town Planner for LBTH since 2009, I process purchase orders efficiently and ensure when securing funding for projects the funding is fully utilised. I also ensure any excess is refunded according to Local Authority Financial regulations and Tower Hamlets own best practise.

Degree in Urban Regeneration Community Development