ADEELA ZEESHAN

My current responsibilities include:

• Acting as first point of contact for patients in person, online, and via telephone, providing professional and patient-centred support.
• Managing high-volume telephone system, triaging calls, booking appointments, and directing patients to appropriate clinician or service.
• Supporting clinical triage by prioritising urgent requests, arranging same-day/48-hour appointments, and ensuring accurate, timely information flow to clinicians.
• Processing new patient registrations, ensuring accurate data entry and up-to-date medical and immunisation records.
• Processing referrals (ERS, 2WW, and GP radiology), ensuring all submissions are complete, accurate, and compliant with NHS pathways.
• Managing incoming correspondence by scanning, coding, and uploading documents in line with data quality and safety standards.
• Handling death certification processes sensitively, ensuring accurate completion and timely submission to Medical Examiner.
• Maintaining appointment systems, including waiting lists, follow-ups, and patient queries, to support efficient daily operations.
• Completing private reports, insurance requests, and administrative documentation within required deadlines.
• Ensuring strict GDPR compliance, maintaining confidentiality and safeguarding patient information at all times.
• Supporting digital access as Digital Lead for Evergreen Life, helping patients activate online services and navigate digital health tools.
• Assisting with onboarding and training of new staff, providing guidance on systems, processes, and best practices to ensure smooth transition into role.

• Managed complex customer service operations across multiple departments, demonstrating strong organizational and multitasking abilities
• Processed sensitive financial transactions and maintained accurate records in the Banking and Travel Money departments
• Operated specialized computer systems for order processing, inventory management, and customer data
• Handled confidential customer information while ensuring compliance with data protection regulations
• Coordinated with multiple departments to resolve customer queries and maintain service excellence
• Trained and supported new colleagues, demonstrating leadership and communication skills
• Managed document processing and filing systems for click-and-collect operations
• Achieved recognition for exceptional performance and meeting targets consistently

• Managed front-line customer service operations, handling inquiries and resolving complex issues
• Maintained accurate records and processed various administrative documents
• Operated computerized systems for stock management and sales processing
• Coordinated with team members to ensure efficient service delivery
• Handled cash management and end-of-day reconciliation procedures
• Demonstrated attention to detail in maintaining accurate records and inventory control
• Ensured compliance with company policies and procedures
• Received recognition for consistent high-performance standards