Katia Rocha
London,United Kingdom
Summary
Detail-oriented healthcare administrator with expertise in customer service and front-desk management. Skilled in patient liaison and insurance claim processing, ensuring accuracy and compliance with healthcare regulations. Experienced in handling complaints and supporting clinical audits, with strong leadership and interpersonal communication skills to drive operational efficiency.
Overview
1
1
Language
15
15
years of professional experience
Work history
DENTAL RECEPTIONIST
Kensington Dental Practice
London
2023.04 - 2026.08
- Managed patient complaints, delivering professional and empathetic resolutions.
- Worked as Treatment Coordinator, managing patients' consultations, treatment planning and patient enquiry.
- Coordinated schedules for dentists and specialists, ensuring seamless integration of visiting clinicians such as implantologists and orthodontists.
- Oversaw daily operations of busy dental practice, facilitating collaboration between clinical and administrative teams.
- Maintained practice policies and ensured full CQC compliance and regulatory standards were met through IComply and through NHS.
- Assisted with staff rotas, scheduling and operational diary management to ensure smooth daily workflow.
- Managed procurement of supplies and coordinated maintenance services with external contractors to ensure operational efficiency.
- Assisted IT team with marketing and invitations or Invisalign Open Day.
PRACTICE MANAGER/RECEPTIONIST
DentalW12
London
2021.07 - 2023.03
- Managed day-to-day operations of a busy dental practice, supporting both clinical and administrative teams.
- Oversaw staff rotas, scheduling and operational diary management to ensure smooth daily workflow.
- Maintained practice policies and ensured full CQC compliance and regulatory standards were met through IComply and through NHS.
- Coordinated team training and development programmes to enhance staff skills and service quality.
- Coordinated dentist and specialist schedules, including visiting clinicians such as implantologists.
- Managed patient complaints, providing professional and empathetic resolutions to improve patient satisfaction.
- Worked as Treatment Coordinator, managing patients' consultations, treatment planning and patient enquiry.
- Organised procurement of supplies and coordinated maintenance with external contractors to ensure practice operational readiness.
- Supported recruitment, communication and operational efficiency across the practice team.
- Promoted from receptionist to Practice Manager.
CENSUS FIELD OFFICER
Office for National Statistics
London
2021.03 - 2021.05
- Conducted door-to-door surveys for accurate population count.
- Increased census response rates through face-to-face communication and marketing.
- Upheld government regulations whilst collecting demographic, economic and social data.
- Travelled extensively within assigned areas for comprehensive coverage.
- Handled objections tactfully, ensuring smooth survey process.
- Updated database regularly for up-to-date records.
FREELANCE INVENTORY CLERK
Bluesky Inventories
London
2011.09 - 2020.11
- Managed all aspects of the business independently, including scheduling, administration, inspections and client communication.
- Established and independently operated property inventory business, securing contracts with overseas estate agents to expand service reach.
- Managed client relationships with estate agents, ensuring timely delivery of accurate and comprehensive reports.
- Conducted detailed inspections of residential flats and homes, assessing condition of furniture, fixtures, fittings and appliances.
- Produced comprehensive check-in and check-out inventory reports, supported by detailed photographic evidence.
- Used Inventory Base software to create professional, accurate and compliant property reports.
- Recorded detailed condition notes, prioritising accuracy and consistency to enhance reliability of inventory assessments.
- Assisted with property viewings and coordinated key handovers for new tenants.
RECEPTIONIST
Fybre Fitness
London
2017.06 - 2018.11
- Managed phone calls and responded to new member queries, enhancing customer service.
- Coordinated appointment scheduling, enabling efficient daily operations.
- Maintained reception area cleanliness and organisation, creating a welcoming environment for visitors.
- Prepared rooms for classes before and after use, maintaining rooms clean and stocked with appropriate gym equipment
- Ensured gym floor remained clean and tidy by performing regular cleaning duties.
- Maintaining accurate records after taking samples from the infinity pool.
FREELANCE TRANSLATOR/BOOK KEEPER
DMA Services
Willesden, London
2011.09 - 2015.09
- Translated English and Portuguese documents for Home Office Visa applications, facilitating successful visa approvals.
- Proofread translated texts to ensure adherence to interpretation quality standards, enhancing clarity and precision.
- Delivered assignments within strict deadlines, demonstrating excellent time management skills.
- Communicated regularly with Accountant to clarify financial matters and ensure accurate reporting.
- Managed straightforward bookings for end-of-year tax returns, ensuring accuracy and compliance with tax regulations.
Education
GCSEs -
Jameson High School
ZimbabweAdvanced Secretarial & Administrative Diploma -
J.B Faulders Business College (Pitmans)
NVQ Level 2 -
Quantica Training
Hounslow 2001.04 - /2008
Community Interpreting - Portuguese
College of Northwest London
2001.04 - /2008
Data Analytics
Brainstation
LondonSkills
- Healthcare regulations
- Clinical software management
- Clinical auditing
- Dental supply management
- Booking system operation
- Data entry accuracy
- Complaint handling
- Patient liaison
- Front desk etiquette
- Time management
- Office suite proficiency
- Client relations
- Team Leadership
- Communication excellence
- Client relations
- Team Leadership
INTERESTS AND HOBBIES
I enjoy reading and swimming. I also like to cook and spend time with friends and family.
Awards
I was nominated for the Accounts Excellence Award and presented with the prize for Student of the Year.
Languages
Portuguese
Intermediate
Affiliations
- Swimming
- Paddle-boarding
Timeline
DENTAL RECEPTIONIST
Kensington Dental Practice
2023.04 - 2026.08
PRACTICE MANAGER/RECEPTIONIST
DentalW12
2021.07 - 2023.03
CENSUS FIELD OFFICER
Office for National Statistics
2021.03 - 2021.05
RECEPTIONIST
Fybre Fitness
2017.06 - 2018.11
FREELANCE INVENTORY CLERK
Bluesky Inventories
2011.09 - 2020.11
FREELANCE TRANSLATOR/BOOK KEEPER
DMA Services
2011.09 - 2015.09
NVQ Level 2 -
Quantica Training
2001.04 - /2008
Community Interpreting - Portuguese
College of Northwest London
2001.04 - /2008
GCSEs -
Jameson High School
Advanced Secretarial & Administrative Diploma -
J.B Faulders Business College (Pitmans)
Data Analytics
Brainstation