Isabel Scott

As a Current Patient Experience Specialist, I supported patients undergoing Testosterone Replacement Therapy (TRT) throughout their treatment journey by providing timely, empathetic, and informed assistance. My responsibilities included responding to patient queries via telephone and email, processing medication requests and repeat prescriptions, and communicating blood test results with appropriate clinical follow-up. I worked closely with doctors to ensure continuity of care following consultations, triaged email enquiries, arranged nurse home visits for blood sample collection, and prepared a range of medical documents including travel letters, treatment confirmations, fitness-to-fly certificates, and blood donation letters.

In this role, I was committed to enhancing the overall patient experience through personalised communication and a proactive approach to care. I collaborated with multiple departments to ensure seamless service delivery and responded promptly to patient concerns, contributing to a noticeable reduction in complaints. My work played a key part in fostering patient trust and satisfaction within a specialised healthcare setting focused on hormonal treatment.

In my role as a Patient Coordinator at SpaMedica, a leading provider of eye surgery services, I played an integral role in ensuring the smooth day-to-day operation of the clinic. I managed patient appointments and administrative processes while maintaining a professional, reassuring, and welcoming environment for individuals undergoing ophthalmic procedures, many of whom were elderly or nervous about surgery. I was committed to providing a high standard of care, addressing patient needs promptly and with empathy to help ease concerns and build trust.

I worked collaboratively with clinical staff to manage patient flow and anticipate busy periods, ensuring that surgical schedules ran efficiently and that resources were effectively allocated. My attention to detail, clear communication, and dedication to exceptional service contributed to high levels of patient satisfaction and a consistently positive experience for those in our care

During my time as a Medical Summariser at The Old Fire Station Surgery, I organised patients' medical information, ensuring that their major and minor active problems were appropriately recorded. Handling paperwork related to insurance, DVLA, and DWP sharpened my administrative skills and attention to detail. Additionally, I was actively involved in reception duties, prioritising patient needs and assisting with appointments, prescriptions, and general enquiries. My goal was to make their experience as smooth and comfortable as possible, always striving to exceed expectations.

Working as a Call Handler at Ageas Insurance furthered my ability to adapt to diverse situations and meet the needs of policyholders. Dealing with various claims, from household incidents to fire emergencies, required me to think on my feet and provide efficient solutions. I thrived in this fast-paced environment, consistently ensuring that claims were processed accurately and settled promptly. My attention to detail and strong customer service skills allowed me to build trust and rapport with policyholders, easing their concerns during challenging times.

My role as an Apprentice Business Administrator at Woolston Lodge Surgery allowed me to learn the importance of effective communication and organisation. Collaborating with the nursing team and providing feedback to the practice manager taught me the value of teamwork and its impact on patient care. Additionally, my time at the front desk allowed me to engage with patients directly, signing them into appointments and addressing their enquiries with compassion and professionalism.

During my time in this position, I gained valuable skills and experience as a Customer Care Assistant at McDonald's. This role allowed me to enhance my interpersonal abilities and deliver exceptional service to customers. I enjoyed the diverse responsibilities, which ranged from food distribution and cash handling to training new employees and maintaining cleanliness in the store. My time at McDonald's strengthened my communication skills and provided a foundation for delivering outstanding customer service.

Whilst at Parchment Jewellers, I worked as an Advertiser, responsible for promoting the business and attracting new customers. My tasks included distributing business cards and leaflets, engaging in conversations with people, and showcasing unique products. I took the initiative to memorise information about jewellery, stock, and services to answer customer enquiries accurately. This experience improved my communication skills and strengthened my ability to promote the brand effectively.