Meliha Alikova
London,City of London
Summary
Dedicated professional with expertise in customer service and healthcare administration, demonstrating a strong ability to engage with and support patients, enhancing satisfaction and retention. Proven record of efficiently managing appointments, documentation, and patient inquiries while ensuring compliance with medical protocols. Excellent verbal and written communication skills in English, complemented by a high level of accuracy in data management. Experienced in collaborating with multidisciplinary teams to deliver seamless service. Proficient in healthcare and hospitality systems including Medesk, OPERA PMS, Microsoft Office, Carebit, Nextech, and EyeMD.
Overview
10
10
years of professional experience
2030
2030
years of post-secondary education
1
1
Certification
Work history
Medical Receptionist/Personal Assistant
The Retina Clinic London
London
12.2024 - Current
- Managed reception area, greeting visitors and providing assistance to create welcoming environment. Offering tea,coffee and other refreshments.
- Answered phone calls and emails, responding to prospects questions quickly and clearly.
- Organising the daily patient list and preparing the relevant files.
- Maintained office supplies inventory by regular stock checks and reordering when necessary.
- Performed data entry of patient information accurately to maintain up-to-date records.
- Facilitated timely follow-ups with patients before and after surgical procedures, aiding recovery process.
- Sending samples for medical testing and booking follow-up appointments as needed.
- Typing letters and clinical reports. Sending letters secured by password or via secure channel.
- Taking payments and chasing bills, sending receipts and invoices in a timely manner.
- Coordinated with other departments to resolve any booking-related issues swiftly.
- Book theatre cases and ensure the patient journey to theatre is smooth.
- Oversaw health and safety protocols implementation, ensured a safe working environment.
- Prepared patients for examinations, ensuring their comfort and privacy.
- Handled emergency calls, providing essential first aid advice over the phone.
- Scheduled meetings, conferences and appointments.
Clinical Administrator with PA Duties
Isokinetic Medical Group
London
01.2022 - 11.2024
- Coordinated patient appointments and follow-ups, maintaining a 99% accuracy rate in electronic medical records.
- Acted as the primary liaison between patients and medical professionals, handling over 50 inquiries daily with high professionalism and compassion.
- Provided tailored patient care plans by collaborating with physicians and physiotherapists, ensuring a seamless customer experience throughout treatment.
- Ensured compliance with medical data management protocols, aiding in accurate documentation and referral management.
- Delivered excellent customer service by addressing patient needs and proactively solving issues, contributing to increased patient satisfaction.
- Organizing and maintaining a healthcare professional’s diary, including meetings, conferences, and travel arrangements.
- Preparing and formatting medical reports, letters, presentations, and correspondence on behalf of healthcare professionals.
- Processing payments and invoicing insurance companies
- Managing website enquiries ensuring every enquiry is converted into booking
Reservations Agent
The Beaumont Hotel
London
12.2019 - 12.2021
- Managed reservations for a 5-star luxury hotel, achieving a guest satisfaction rate of 97%.
- Worked with front office and concierge teams to personalize customer experiences, resulting in increased repeat bookings.
- Developed strong organizational skills by optimizing room occupancy and rates, contributing to a 15% increase in revenue.
- Provided training to new team members, ensuring consistent service delivery and improved customer interactions.
Reservations Agent
Haymarket Hotel
London
11.2018 - 11.2019
- Handled over 100 weekly reservations, ensuring a 98% guest satisfaction rate through personalized customer service.
- Identified opportunities to upsell premium services, supporting overall revenue growth while ensuring customer satisfaction.
Front Desk Receptionist/Reservations Agent
Amba Hotel Grosvenor
London
08.2015 - 10.2018
- Assisted over 100 guests daily with check-ins and check-outs, maintaining a smooth and efficient process.
- Provided exceptional customer service by addressing inquiries and complaints, achieving a 95% satisfaction rate.
- Used OPERA system to manage guest records and billing, highlighting strong software and data management skills.
Education
Medical Secretary Diploma Level 3 - Medical Terminology NCFE
Lewis College
Medical Receptionist & Medesk Software Training -
Reception Academy
London 01.2020 - 03.2020
diploma - Management
Management and Tourism Professional College
Blagoevgrad 09.2008 - 05.2013
Skills
- Customer Service: Strong ability to engage with and support customers, enhancing satisfaction and retention
- Healthcare Administration: Proven record of managing appointments, documentation, and patient inquiries efficiently
- Communication: Excellent verbal and written communication skills in English, providing compassionate customer service
- Attention to Detail: High level of accuracy in data management, ensuring compliance with medical protocols and customer needs
- Team Collaboration: Experienced in working with multidisciplinary teams to ensure seamless service delivery
- Software Proficiency: Skilled in healthcare and hospitality systems (Medesk, OPERA PMS, Microsoft Office, Carebit and Nextech, EyeMD)
Languages
Bulgarian: Native
Proficient (C2)
English
Fluent
References
Available upon request.
Certification
Level 3 Medical Secretary Diploma
Lewis College
Medical Receptionist Diploma
Reception Academy
Timeline
Medical Receptionist/Personal Assistant
The Retina Clinic London
12.2024 - Current
Clinical Administrator with PA Duties
Isokinetic Medical Group
01.2022 - 11.2024
Medical Receptionist & Medesk Software Training -
Reception Academy
01.2020 - 03.2020
Reservations Agent
The Beaumont Hotel
12.2019 - 12.2021
Reservations Agent
Haymarket Hotel
11.2018 - 11.2019
Front Desk Receptionist/Reservations Agent
Amba Hotel Grosvenor
08.2015 - 10.2018
diploma - Management
Management and Tourism Professional College
09.2008 - 05.2013
Medical Secretary Diploma Level 3 - Medical Terminology NCFE
Lewis College