Sugra Hassan

Executed keying and billing processes, ensuring accurate financial records.

• Chaperoned patients during consultations to enhance service delivery.
• Maintained medical records in compliance with regulations.
• Processed Human Fertilisation and Embryology Authority consent forms and adhered to legislation.
• Translated documents in Urdu, Hindi, and Gujarati to support diverse patient needs.
• Facilitated NHS referrals and contract funding applications for fertility services through Bluetec.
• Coordinated appointment bookings via Ultra Genda and theatre bookings through Peoplesoft.
• Assumed responsibility of receptionist duties whilst necessary staff were on holiday.
• Compiled essential data into useful spreadsheets enhancing overall understanding of business performance.

• Processed referrals in Emis system upon receipt from hospital.
• Called Ophthalmology patients to schedule appointments for next available clinic.
• Closed clinics and dispatched COF forms to hospital detailing appointment outcomes.
• Answered inbound calls, logging details in patient records.
• Uploaded Histology results to patient logs and initiated triaging process.
• Responded to queries via email to provide timely assistance.

• Assisted customers in navigating company website, improving online experience.
• Utilised effective listening skills whilst interacting with customers to understand their needs better.
• Troubleshot product issues for resolution swiftly and accurately.
• Built enduring relationships with clients through excellent service provision over time.
• Provided information for product inquiries, leading to increased sales.
• Encouraged add-on sales during check-out process, maximising revenue potential.
• Handled customer queries via telephone and email, ensuring clear communication.

• Managed over 40 inbound calls daily, ensuring adherence to FCA complaints handling procedures.
• Identified and prevented fraud attempts through vigilant monitoring.
• Participated in TSB migration system changes, contributing to process enhancements.
• Coordinated daily operations to support colleagues effectively.
• Conducted training sessions for new starters to streamline integration.
• Executed outbound calls to existing customers, fostering strong relationships.
• Ensured compliance with DPA policy during all data handling activities.
• Achieved 100% accuracy in data entry projects, maintaining high-quality standards.